Omnichannel Tier 1 Support Agent - Remote

PadSplit; Ormoc; On-site; PHP 240,000 - 360,000; Full time

Job summary

PadSplit in the Philippines is seeking a Support Agent to deliver exceptional, five-star member support as part of our Customer Experience Team. You’ll manage omnichannel inquiries, troubleshoot membership, billing, and property questions, and keep precise case notes in the CRM.

The role requires 3+ years in high-volume customer care, experience with PropTech or housing platforms, CRM fluency, and a calm, solution-focused mindset.

Qualifications

• 3+ years in high-volume customer care.
• PropTech, housing, or marketplace experience is preferred.
• CRM proficiency with omnichannel platforms (e.g., Zendesk, Intercom, Salesforce).
• Empathetic and clear communication; strong de-escalation skills.

Responsibilities

• Omnichannel first-level support for PadSplit Members (calls and emails).
• Troubleshoot membership, billing, and property inquiries.
• Document and triage escalations in the CRM; escalate to Tier 2 or other teams as needed.
• Maintain high-quality resolutions aligned with KPIs (FCR, AHT, CSAT).
• Practice empathetic, professional communication; handle sensitive situations calmly.
• Build knowledge of platform features, terms of service, and guidelines.
• Proactively suggest updates to macros, SOPs, and knowledge base articles.

Skills

High-Volume Support

PropTech Experience

CRM Proficiency

Empathetic Communication

Google Workspace

SOP Adherence

Problem Solving

Job description

PadSplit in the Philippines is seeking a Support Agent to deliver exceptional, five-star member support as part of our Customer Experience Team. You’ll manage omnichannel inquiries, troubleshoot membership, billing, and property questions, and keep precise case notes in the CRM.

The role requires 3+ years in high-volume customer care, experience with PropTech or housing platforms, CRM fluency, and a calm, solution-focused mindset.