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 hosts. 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 hosts, 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:
- 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
Compensation is based on the role’s scope, national market benchmarks, the person’s expertise and experience, and the impact of their contributions to our business goals.
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.
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