Senior Member Support Escalations Specialist

Medium; Concepcion; On-site; PHP 838,000 - 1,132,000; Full time

Job summary

PadSplit is a pioneering real estate platform focused on affordable housing for low-income earners. The Escalations role is a senior member of Customer Experience, handling complex inquiries with strong policy knowledge and proactive problem solving.

Key duties include acting as the main escalation point, resolving policy, financial, and platform-related cases, and collaborating with Product, Operations, and Host Support to improve member experience.

Qualifications

• Strong problem-solving abilities and analytical thinking.
• Excellent verbal and written communication with a professional tone.
• Collaborative mindset and ability to work across teams.

Responsibilities

• Act as the main escalation point for complex Member support issues requiring critical thinking and research.
• Manage a range of complex cases including policy inquiries, financial disputes, platform issues, and membership matters.
• Own cases from start to finish ensuring prompt and satisfactory resolutions.

Job description

PadSplit is a pioneering real estate platform focused on affordable housing for low-income earners. The Escalations role is a senior member of Customer Experience, handling complex inquiries with strong policy knowledge and proactive problem solving.

Key duties include acting as the main escalation point, resolving policy, financial, and platform-related cases, and collaborating with Product, Operations, and Host Support to improve member experience.