Tier 2 - Host Support Advocate
PadSplit
Here’s What You’ll Do Day-To-Day:
- Responsive Communicator: Provides timely and accurate support to hosts across tickets, email, and phone, addressing a wide range of topics including policies, platform usage, and financial matters.
- Solution-Oriented Advisor: Navigates complex situations with clarity, offering thoughtful options and guiding hosts toward effective resolutions.
- Clear Policy Educator: Helps hosts understand PadSplit’s policies and procedures, while ensuring they feel confident using the platform.
- Trusted Brand Ambassador: Represents PadSplit with professionalism and care, building trust and delivering consistently positive host experiences.
- Informed Troubleshooter: Keeps current on product updates and policy changes to provide relevant, accurate, and helpful guidance.
- Empathetic De-Escalator: Handles sensitive conversations with empathy, directness, and professionalism to mitigate escalations.
- Proactive Problem Identifier: Spots recurring issues and communicates them clearly, offering thoughtful suggestions for improvement when possible.
- Insightful Feedback Looper: Shares host feedback that contributes to product, policy, and service enhancements.
- Standards Champion: Holds hosts accountable to company policies while maintaining a fair, respectful, and solutions-driven tone.
- Collaborative Partner: Works cross-functionally with other teams to resolve host challenges and deliver comprehensive solutions.
Here’s What You’ll Need To Be Successful:
- Adaptable and High-Energy: Thrives in fast-paced, ever-changing environments with a positive and resilient attitude.
- Customer-Centric Communicator: Enjoys engaging with people, confidently initiating conversations, and building rapport with new individuals.
- Exceptional Communication: Demonstrates strong verbal and written communication skills, able to convey ideas clearly and professionally.
- Empathetic yet Assertive: Strikes a healthy balance between compassion and confidence when navigating customer interactions.
- Tech-Savvy and Quick Learner: Proficient in using computers and open to learning new tools and technologies with ease.
- Creative Problem Solver: Navigates ambiguity by thinking critically and solving problems, even in the absence of clear guidelines—while remaining aligned with company policies.
- Versatile and Growth-Oriented: Willing and able to learn new skills or fill operational gaps as needed to support team success.
- Proactive Self-Starter: Takes initiative, demonstrates a strong work ethic, and maintains a cooperative and solution-focused approach.
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 our Member of Host 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 T2-Host Support Manager for thirty (30) minutes.
- Optional, we may require an additional thirty (30) minute video interview with our Head of CX.
- If warranted, then we move to offer!
Compensation, Benefits, and Perks:
- Fully remote position - we swear!
- Competitive compensation package including an equity incentive plan
- National medical, dental, and vision healthcare plans
- Company provided life insurance policy
- Optional accidental insurances, FSA, and DCFSA benefits
- Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
- 401(k) plan
- Twelve (12) weeks of paid time off for both birth and non-birth parents
- The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis