Senior Member Support & Escalations Specialist

PadSplit, Inc; Philippines; On-site; PHP 886,000 - 1,083,000; Full time

Job summary

PadSplit, Inc. is seeking a senior member for the Escalations team within the Customer Experience organization.

The role focuses on handling complex inquiries that require expert knowledge of policies and procedures and proactive problem-solving to improve the member experience. As part of the CX team, you will collaborate across departments to refine support processes, balance member needs with company policies, and advocate for customers during escalations while maintaining empathy and

Qualifications

• Strong verbal and written communication skills.
• Ability to break down complex topics and explain them clearly.
• Collaborative team player with a positive, can-do attitude.

Responsibilities

• Act as the main escalation point for complex Member support issues needing critical thinking and research.
• Manage a range of complex cases including policy-related inquiries, financial disputes, platform issues, and membership matters.
• Own cases end-to-end to ensure prompt, satisfactory resolutions.
• Represent PadSplit with empathy, professionalism, and efficiency.
• Identify recurring issues and suggest process or policy improvements to enhance the Member experience.
• Collaborate with Product, Operations, and Host Support to guarantee a seamless Member experience.

Job description

PadSplit, Inc. is seeking a senior member for the Escalations team within the Customer Experience organization.

The role focuses on handling complex inquiries that require expert knowledge of policies and procedures and proactive problem-solving to improve the member experience. As part of the CX team, you will collaborate across departments to refine support processes, balance member needs with company policies, and advocate for customers during escalations while maintaining empathy and