Tier 2 - Member Support Advocate

PadSplit is a pioneering real estate platform operating in the shared housing industry, committed to providing affordable housing accommodations for low-income earners. We are dedicated to helping solve the affordable housing crisis while leveraging housing as a vehicle for financial empowerment for our members. Our principles are Care, Show it, Prove it, and we’ve been proving it through our actions since 2018.

We are on a mission to change the world – one room at a time.  Join us!

Learn more about PadSplit here

The Role We Need:

As a member of the escalations team, you are considered a senior member of the Customer Experience organization. This role involves handling more complex or escalated inquiries that require a higher level of expertise and customer service finesse. Advocates in this position need to be proactive problem-solvers equipped with a strong understanding of our policies, procedures, and the unique needs of our members. By collaborating closely with other departments and utilizing feedback, they contribute to refining our support processes and enhancing the overall member experience.

The Person We Are Looking For:

The ideal person should have a knack for problem-solving, especially in situations that require thoughtful analysis and a careful approach. Exceptional communication skills are essential, as the role involves conveying information clearly and confidently to our members while resolving their issues. We're looking for someone who thrives in a collaborative environment, works well across teams, and can actively contribute to improving our support processes. Above all, the ideal candidate is committed to creating a positive experience that builds trust and satisfaction among our members.

• Deliver exceptional customer service to Members by resolving complex customer support escalations. Cases always require strong critical thinking, research, and investigation and may relate to policies, web/mobile products, member issues, financials/refunds, disputes, and more.  No two days are alike! 
• Develop creative solutions to unique customer challenges.
• Serve as the “face” of PadSplit to Members and help resolve their challenges with empathy and improve their Member experience.
• Maintain up-to-date knowledge of our web products and policies, which are constantly evolving as we grow.
• Assist and educate Members on our platform and product offerings.
• Identify common problems and escalate them, along with possible suggestions for improvement, wherever possible.
• Serve as a voice of the customer and provide feedback on the customer experience.
• Opportunities to own other special projects on the Customer Experience team.

• High energy and ability to adapt to change in a fast-paced environment.
• Strong verbal and written communication skills.
• Excellent time management and organizational skills.
• Critical thinker with the ability to solve complex problems.
• Energized by customer interactions and speaking to new people.
• Ability to balance empathy with being firm.
• Strong computer skills, tech savviness, and ability to quickly learn new technology.
• Able to learn new things and plug gaps to make things work.
• Team player with a “can-do,” collaborative attitude.
• Possess a strong sense of intellectual curiosity.

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be taking an assessment.
• If warranted, the next step would be a video interview with our T2 - Member Support Lead at PadSplit for thirty (30) minutes.
• If warranted, the next step would be a video interview with our T2 - Host Support Lead or Head of CX for thirty (30) minutes.
• If warranted, then we move to offer!

Job Type: Full-time

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

PadSplit is proud to be an equal opportunity workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.