T2 - Member Support (Philippines)
PadSplit
Here’s What You’ll Do Day-To-Day:
- Act as the main escalation point for complex Member support issues that need effective critical thinking, research, and problem-solving abilities.
- Manage a range of complex cases, such as policy-related inquiries, financial disputes, platform issues, and membership matters.
- Assume responsibility for cases from beginning to end, ensuring a prompt and satisfactory resolution.
- Serve as the representative of PadSplit, ensuring that all interactions are conducted with empathy, professionalism, and efficiency.
- Develop innovative solutions for the unique challenges that arise, balancing both member needs and company policies.
- Assist and educate members about our platform, policies, and product offerings, ensuring they fully understand their options.
- Maintain an in-depth understanding of our ever-evolving web and mobile products, processes, and policies.
- Identify recurring issues and trends, offering insights and suggestions for process and policy improvements to enhance the Member experience.
- Serve as the voice of the customer, advocating for members’ needs and supporting ongoing improvements in our Customer Experience (CX) operations.
- Collaborate closely with other teams, such as Product, Operations, and Host Support, to guarantee a seamless experience for our Members.
- Assume responsibility for special projects within the Customer Experience team, contributing to process enhancements 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 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 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 member of T2 Member Support at PadSplit for one (1) hour. For this interview, the candidate would execute a live writing assessment.
- If warranted, the next step would be a video interview with our Manager of T2 Member Support for thirty (30) minutes.
- If warranted, then we move to contract!