Tier 1 - Member Support Agent - Remote Eligible

Tier 1 - Member Support Agent

Are you ready to dive into the world of a fast-paced tech startup? At PadSplit we're disrupting the affordable housing industry by creating safe, attractive, and respectable co-living environments. If you're motivated by the conviction that working people should have a decent place to live, and want to do something about it, come join us!

At PadSplit, our purpose is to solve our affordable housing crisis one room at a time while leveraging housing as a vehicle for financial independence. Our principles are Care, Show it, Prove it. We live out our principles by embodying our values: Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self-Awareness, and Compassionate Directness.

We are seeking a Support Advocate who is detail-oriented, hard-working, and a natural problem solver with a positive attitude. You will embrace a variety of responsibilities with enthusiasm and contribute to our unique company culture while upholding our core principles and values. As part of our Customer Experience Team, you will collaborate with a dynamic group of agents to deliver exceptional, five-star support to PadSplit members.

The ideal candidate is adaptable, empathetic, and a strong communicator. You thrive in fast-paced environments, are quick to learn new systems and processes, and are passionate about providing outstanding customer service. You have a knack for multitasking, possess excellent organizational skills, and approach challenges with a can-do attitude. Your ability to remain calm under pressure and your commitment to excellence make you a perfect fit for our team.

Here's What You'll Do Day-To-Day:

• Provide first-level support to PadSplit members via email and phone (Inbound and Outbound)
• Troubleshoot and resolve issues related to membership, billing, and property inquiries.
• Document and escalate complex issues to Tier 2 support or appropriate departments.
• Ensure timely and accurate resolution of member requests and concerns.
• Maintain a high level of professionalism and empathy in all interactions.
• Continuously update and expand knowledge of PadSplit's services, policies, and procedures.
• Contribute to the development and improvement of support processes and resources.

Here's What You'll Need To Be Successful:

• Excellent verbal and written communication skills.
• More than 3 years of customer service experience (preferably in a call center environment)
• Great computer skills and an intermediate level of experience with Google Suite
• Proficiency with customer support software and tools (e.g., Zendesk, Atlas).
• Strong problem-solving skills and attention to detail.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Strong ability to consistently follow standard operating procedures (SOPs), ensuring quality and efficiency.
• Previous experience in customer service or support roles, preferably in a tech or housing-related industry.
• Consistent and reliable attendance.

The Interview Process:

• 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 a video interview with one of our T1 Supervisors for one (1) hour, where the candidate will perform a live mock chat & call simulation.
• If warranted, a potential final call with our Manager of T1 Member Support for thirty (30) minutes.
• If warranted, then we move to contract!

$9,600 - $9,600 a year

Job Type: Full-time Independent Contractor

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.