Here’s What You’ll Do Day-To-Day:

Omnichannel First-Level Support: Serve as the frontline point of contact for PadSplit Members across inbound calls and email tickets.
Co-Living & Operations Troubleshooting: Troubleshoot and resolve issues related to membership, billing, and property inquiries.
Documentation & Triage Escalations: Maintain detailed, accurate case logs in the CRM system (e.g., Zendesk); efficiently triage and escalate complex issues to Tier 2 Support, Trust & Safety (for housemate disputes), or Property Operations/Host Relations.
SLA Adherence & Service Excellence: Ensure high-quality, timely resolutions that align with key performance metrics—such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
De-escalation & Empathetic Communication: Deliver compassionate, calm, and professional support during sensitive or high-stress situations, utilizing strong active listening and de-escalation techniques when dealing with financial stress or co-living friction.
Platform & Policy Fluency: Continuously build working knowledge of PadSplit's evolving software features, Member Terms of Service, house rules, and regional occupancy/housing guidelines to provide consistent, compliant guidance.
Process Improvement & Knowledge Sharing: Actively flag recurring member pain points and contribute actionable suggestions to update help center macros, Standard Operating Procedures (SOPs), and internal knowledge base articles.

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

3+ Years of High-Volume Customer Care: A proven track record of 3+ years in customer service (preferably within a fast-paced contact center or remote tech support environment), with experience managing high call volumes, concurrent ticket queues, and live chats.
PropTech, Housing, or Marketplace Experience: Prior background in tech-enabled customer support, real estate, property management, co-living, or hospitality—giving you a strong baseline understanding of move-in dynamics, lease agreements, and resident care.
Customer Support Stack & CRM Proficiency: Hands-on experience navigating omnichannel support platforms (e.g., Zendesk, Intercom, Salesforce) and cloud phone systems (VoIP), paired with the ability to look up knowledge base articles and document notes while actively on calls.
Empathetic & Clear Communication: Exceptional written and verbal skills, with a talent for de-escalating tense conversations, practicing active listening, and translating complex billing or app/access troubleshooting into simple, easy-to-follow steps.
Tech Literacy & Google Workspace: Intermediate-to-advanced digital skills, including comfort with multi-tab workflows, fast typing speed, and fluency in Google Suite (Gmail, Google Sheets, Google Docs, and Google Meet).
Strict SOP Adherence & Detail Orientation: Demonstrated ability to follow Standard Operating Procedures (SOPs), security protocols, and policy guidelines precisely—ensuring accurate account updates and protecting member privacy.
Resourceful Problem Solving: Strong analytical and critical-thinking skills to quickly diagnose root causes—such as digital key access failures, auto-pay errors, or account hold issues—and resolve them efficiently on the first contact.
Schedule Flexibility for 24/7 Operations: Willingness and capability to work flexible shifts, including evenings, weekends, and holidays, to ensure uninterrupted coverage for members across different time zones.
High Accountability & Attendance: Exemplary attendance, punctuality, and self-discipline required to thrive in a remote or hybrid team setting where reliability directly impacts the member experience.

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 back-to-back video interview with the CX Team Leads & Manager for 1 hour and 15 minutes. For this interview, a candidate will perform a live mock ticket assessment and mock call simulation.
• If warranted, then we move to contract!

9600 - 9600 USD a year