To succeed in this role, you will need strong customer engagement skills, problem-solving abilities, and a willingness to collaborate with others. You will be passionate about delivering excellent customer experiences and have excellent communication skills, with the ability to put yourself in the customer's shoes. You will strive to contribute to a team that works every day to build strong and trusting relationships with our customers.

The ideal candidate will have more than six months of experience in a customer-facing role, whether it's telephone-based, retail-based, or something else. You will be methodical and comfortable working on digital platforms. You will be able to communicate clearly and concisely, with a positive attitude and a willingness to go the extra mile.

As a Polestar employee, you will have the opportunity to work in a dynamic and fast-paced environment, with a focus on innovation and growth. You will be part of a global team that is passionate about making a difference in the world, and you will have the chance to develop your skills and knowledge in a supportive and collaborative environment.

If you are a motivated and enthusiastic individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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We believe in a world where homes are owned by regular people, not corporations. Our mission is to provide authentic belonging experiences, empowering residents to become homeowners and homeowners to achieve financial freedom.

We are building a scaled system of wealth creation for regular people through homeownership. We've survived Covid, the tech crash, and the toughest years of the capital markets. We are growing fast and we are AI First.

Our 200+ Belongers are strong, curious, and extremely ambitious.

About the Role

We are not just looking for a Homecare Specialist, we are looking for someone who takes true ownership of the home experience. This role is about making sure home issues don’t just get logged, but truly resolved.

As a Homecare Specialist, you will execute and manage Pro Services from start to resolution, coordinating repairs, communicating clearly with residents and homeowners, and ensuring every request always has a clear next step.

For many residents, this is the moment where Belong proves that we genuinely take care of their home. How issues are handled here directly shapes trust, satisfaction, and long-term retention.

This is a fast-paced, detail-driven role for someone who thrives in operational execution, problem-solving, and accountability, someone who doesn’t let things stall and cares deeply about getting things done right.

Role Responsibilities

Pro Service Execution

• Own assigned Pro Services from submission to resolution.
• Ensure every Pro Service has a clear owner, next step, and timeline.
• Drive urgency to move cases forward and prevent stagnation.

Resident & Homeowner Communication

• Communicate clearly and professionally with residents and homeowners via Intercom.
• Set expectations around timelines, next steps, and responsibilities.
• De-escalate concerns through calm, transparent communication.

Vendor Coordination

• Coordinate with vendors to schedule appointments, confirm availability, and follow up on completion.
• Verify work completion through photos, documentation, and resident confirmation.
• Flag vendor performance or quality issues early.

Escalation & Quality

• Handle first-level escalations within assigned cases.
• Identify early warning signs of dissatisfaction or delays and act immediately.
• Escalate appropriately when issues exceed scope or risk member satisfaction.

Operational Discipline

• Follow Homecare SOPs and workflows consistently.
• Maintain accurate documentation and updates in the system.
• Contribute to continuous improvement by surfacing recurring issues or process gaps.

What Success Looks Like

• Pro Services are resolved quickly and with minimal escalation.
• Members feel informed, supported, and taken care of.
• SLAs, CSAT, and open Pro Service targets are consistently met.
• Issues are solved proactively, not reactively.

About You

• You move fast and take ownership without being asked.
• You are comfortable managing multiple cases at once.
• You stay calm and clear in stressful or emotional situations.
• You communicate directly, respectfully, and with confidence.
• You care about doing things right, not just closing tickets.

Requirements

• Previous experience in operations, customer support, logistics, service coordination or a similar fast-paced execution role.
• Strong written and verbal English.
• High attention to detail and strong organizational skills.
• Comfortable working with metrics, SLAs, and performance targets.
• Experience coordinating third parties (vendors, technicians, field teams) is a strong plus.

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