Director, Homeowner Support

About the role

The Director, Homeowner Support oversees the strategy, development, and performance of the team that serves as the first point of contact for homeowners. This role ensures that homeowners receive timely, empathetic, and knowledgeable support through strong leadership, clear processes, and effective cross-functional collaboration. The Director provides oversight to ensure the team consistently understands homeowner needs and coordinates with internal departments and resources to deliver a seamless and supportive experience throughout the homeowner journey.

What you'll do

• Develop and implement scalable processes for customer intake, triage, and referral. 
• Establish and consistently monitor KPIs and service standards to ensure consistent, high-quality support. 
• Oversee all inbound homeowner communications, including phone, email, and chat. 
• Ensure the team accurately identifies customer needs and directs them to the correct internal department (e.g., servicing, sales, or online user experience). 
• Partner cross-functionally with Sales, Servicing, Product, and Legal teams to streamline customer handoffs and feedback loops. 
• Advocate for homeowner needs and insights in internal strategy discussions. 
• Implement a ticketing system and support tools to track customer interactions and measure team outcomes. 
• Monitor, report, and systematize workflows, based on data, to improve operational efficiency. 
• Perform all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. 
• Hire, coach, develop and manage the performance of all team members. Ensure that Unlock values are adhered to and consistently demonstrated. Effectively manage budget and resources. 

What we're looking for

• 7+ years of experience in customer support or client services in financial services or real estate. 
• 5+ years of leadership experience directing multi-tier teams, including oversight of team leads/managers, and scaling large organizations in fast-paced environments (must be current experience).
• Knowledge of home equity investment products or mortgage related services. 
• Bachelor’s degree in business, Communications, Real Estate, or related field preferred. 
• Proficient knowledge of HubSpot, Salesforce, or Zendesk. 
• Experience implementing or optimizing ticketing systems within customer support tools to track customer interactions and team performance. 
• PC skills include working knowledge of the Microsoft environment and the ability to access, manipulate, organize, and relay information in a meaningful way.  
• Excellent communication and relationship-building skills to effectively partner with leaders across multiple functions 
• Ability to work in a high-growth, dynamic environment. 

What we offer

• Dynamic and inclusive work environment that fosters innovation and growth
• Competitive compensation package
• Ongoing professional development and career advancement opportunities
• Flexible work arrangements and a strong emphasis on work-life balance 

Target base compensation is $130,000 - $140,000 annually. Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, Unlock's Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options and paid time off.