Senior Member Support Escalations Specialist

Coinscapture; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

PadSplit, an on-site Philippines operation, seeks a Tier 2 Member Support Agent to handle escalated inquiries with empathy and accuracy. You will own complex cases, work across teams, and help improve our CX processes while upholding PadSplit policies and member care.

The role emphasizes critical thinking, clear communication, and a collaborative approach to resolving issues and enhancing the member experience. Training and growth opportunities are available within a fast-paced housing platform.

Responsibilities

• Act as main escalation point for complex Member support issues requiring critical thinking and research.
• Manage complex cases including policy inquiries, disputes, platform issues, and membership matters.
• Own cases from start to finish, ensuring prompt, satisfactory resolutions.
• Represent PadSplit with empathy, professionalism, and efficiency.
• Develop innovative solutions balancing member needs with policy.
• Educate members about our platform, policies, and product offerings.
• Maintain deep knowledge of PadSplit web and mobile products, processes, and policies.
• Identify recurring issues and suggest process improvements.
• Be the voice of the customer, advocating for member needs in CX operations.
• Collaborate with Product, Operations, and Host Support for a seamless experience.
• Lead special projects within Customer Experience to boost efficiency.

Job description

PadSplit, an on-site Philippines operation, seeks a Tier 2 Member Support Agent to handle escalated inquiries with empathy and accuracy. You will own complex cases, work across teams, and help improve our CX processes while upholding PadSplit policies and member care.

The role emphasizes critical thinking, clear communication, and a collaborative approach to resolving issues and enhancing the member experience. Training and growth opportunities are available within a fast-paced housing platform.