Tier 2 - Host Support Advocate
PadSplit
Customer Service, Legal
Remote
Posted 6+ months ago
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:
PadSplit is seeking a dedicated and skilled Tier 2 Host Support Advocate to join our growing team. As a key player in our support structure, you will provide advanced technical assistance and superior customer service to our hosts (the folks who own and manage PadSplits), ensuring their experience with our platform is seamless and efficient.
The Person We Are Looking For:
We need a people person and creative problem solver who thrives in the fast pace of a startup. This isn’t your traditional customer support role - think more of client support, where you’ll get to know and form relationships with many of our customers. You’ll work on new problems each day and be challenged to think on your feet. The ideal candidates are comfortable working with autonomy, working with customers, and enjoying continuous learning. If you want to think creatively, solve challenging problems, and work on a highly collaborative team, this role is for you.
Here’s What You’ll Do Day-To-Day:
- Provide outstanding customer service to hosts by promptly addressing inquiries through tickets, email, and phone. These queries may encompass policies, web/mobile products, host concerns, financial matters, and other related topics.
- When faced with intricate scenarios, inform Hosts about their choices and assist in achieving a resolution.
- Serve as the ambassador of PadSplit to this crucial customer group, ensuring they receive a stellar experience and fostering trust with PadSplit.
- Stay informed about our web product and policies, which continually evolve as we expand. Utilize this knowledge to troubleshoot issues for hosts and provide guidance on
- Mitigate escalations by demonstrating empathy, communicating directly, and maintaining a professional demeanor.
- Identify frequently encountered issues and promptly elevate them, accompanied by viable recommendations for enhancement whenever feasible.
- Share host feedback to enhance the quality of products and services.
- Hold Hosts accountable to the standards and policies set forth by PadSplit.
- Work closely with colleagues from various teams and departments within PadSplit to address challenges faced by hosts and provide comprehensive solutions.
Here’s What You’ll Need To Be Successful:
- High energy and adeptness at adjusting to rapid changes in a dynamic environment
- Strong verbal and written communication skills
- Proficiency in managing time effectively and possessing strong organizational skills.
- A critical thinker possesses the capability to effectively tackle intricate problems.
- Enthusiastic in engaging with customers and conversing with new individuals.
- Ability to balance empathy with assertiveness
- Ability to effectively use computers, being adept with technology, and having a knack for learning new technological tools
- Capable of acquiring new skills and filling gaps to ensure functionality
- Self-starter
- Consistently shows initiative and a cooperative attitude.
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 taking an assessment.
- If warranted, the next step would be a video interview with our T2 - Host Support Lead at PadSplit for thirty (30) minutes.
- If warranted, the next step would be a video interview with our T2 - Member 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.
