Tier 1 Support Agent — Co-Living Tech CX

Medium; Philippines; On-site; PHP 534,322 - 653,061; Full time

Job summary

PadSplit is a fast-growing tech startup delivering affordable co-living solutions. We seek a detail-oriented Support Agent with a positive mindset to join our Customer Experience Team and provide five-star support to PadSplit members.

You will handle omnichannel first-level support, troubleshoot membership and billing questions, and maintain case logs in Zendesk while escalating complex matters.

Qualifications

• 3+ years in high-volume customer care, preferably in fast-paced environments.
• Background in PropTech, housing, marketplace, or hospitality is a plus.
• Proficiency with omnichannel support platforms and CRMs (Zendesk, Intercom, Salesforce).
• Clear, empathetic communication; strong active listening and de-escalation skills.
• Tech savviness with Google Workspace; ability to follow SOPs precisely.
• Able to diagnose issues andprovide first-contact resolutions; flexible schedule.

Responsibilities

• Omnichannel first-level support for PadSplit Members across calls and emails.
• Troubleshoot membership, billing, and property inquiries; log cases in CRM.
• Triage escalations to Tier 2, Trust & Safety, or Property Operations when needed.
• Meet KPIs for FCR, AHT, CSAT; maintain high-quality, timely resolutions.
• Communicate calmly and empathetically in sensitive situations; practice active listening.
• Stay fluent in platform features, terms of service, and regional housing guidelines.
• Flag recurring issues and contribute to SOPs and knowledge-base updates.

Skills

Empathetic communication

Active listening

De-escalation techniques

Multi-channel support

Fast learner

Tools

Zendesk

Intercom

Salesforce

VoIP cloud phone systems

Google Workspace

Job description

PadSplit is a fast-growing tech startup delivering affordable co-living solutions. We seek a detail-oriented Support Agent with a positive mindset to join our Customer Experience Team and provide five-star support to PadSplit members.

You will handle omnichannel first-level support, troubleshoot membership and billing questions, and maintain case logs in Zendesk while escalating complex matters.