Tier 2 - Member Support Advocate
PadSplit
Customer Service, Legal
Philippines
Posted on Mar 4, 2025
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.
Here’s What You’ll Do Day-To-Day:
- Serve as the primary escalation point for high-level Member support cases that require strong critical thinking, research, and problem-solving skills.
- Handle a variety of challenging cases, including policy-related inquiries, financial disputes, platform concerns, and membership issues.
- Take ownership of cases from start to finish, ensuring a timely and satisfactory resolution.
- Act as the face of PadSplit, ensuring that all interactions are handled with empathy, professionalism, and efficiency.
- Develop creative solutions for unique challenges that arise, balancing both Member needs and company policies.
- Assist and educate Members on our platform, policies, and product offerings, ensuring they fully understand their options.
- Maintain a deep knowledge of our constantly evolving web and mobile products, processes, and policies.
- Identify recurring issues and trends, providing insights and suggestions for process and policy improvements to enhance the Member experience.
- Serve as a voice of the customer, advocating for Members' needs and helping drive continuous improvements in our Customer Experience (CX) operations.
- Work closely with other teams, including Product, Operations, and Host Support, to ensure a seamless experience for our Members.
- Take ownership of special projects within the Customer Experience team, contributing to process improvements and operational efficiency.
Here’s What You’ll Need To Be Successful:
- Comfortable working in a fast-paced, ever-evolving environment where priorities can shift quickly.
- Able to stay composed under pressure while handling complex Member interactions.
- Strong verbal and written communication skills, ensuring clarity and professionalism in every interaction.
- Ability to break down complex topics and explain them in a clear, concise, and empathetic manner.
- A natural problem-solver who can analyze information, investigate issues, and think critically to resolve complex Member concerns.
- Ability to develop creative solutions while balancing Member needs and company policies.
- Energized by customer interactions, with a genuine passion for helping others and enhancing the Member experience.
- Skilled at balancing empathy with firmness, ensuring fair and effective resolutions.
- Ability to prioritize multiple tasks, manage workloads efficiently, and meet response time expectations.
- Highly detail-oriented and capable of tracking cases through resolution.
- Comfortable navigating multiple systems, online platforms, and support tools.
- Able to quickly adapt to new technologies, processes, and policy changes.
- Possesses a strong sense of intellectual curiosity, eager to learn, adapt, and improve.
- A collaborative team player with a positive, "can-do" attitude, always ready to support colleagues and contribute to team success.
The Hiring 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 interview with a member of the PeopleOps team for about thirty (30) minutes.
- If warranted, the next step would be a video interview with our Manager of Tier 2 Member Support for forty-five (45) minutes.
- If warranted, the next step would be a potential video interview with our Manager of Tier 2 Host Support or Head of CX for thirty (30) minutes.
- If warranted, then we move to contract!
Job Type: Full-time Independent Contractor
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.