Tier 2 Member Support Agent

Embedded Shishya; Ormoc; On-site; PHP 3,652,000 - 5,478,000; Full time

Job summary

PadSplit is seeking an Escalations team member for the Customer Experience organization. You will handle more complex inquiries that require expertise and careful analysis, collaborating across teams to refine support processes and improve member experience.

The ideal candidate will think critically, communicate clearly, and contribute to a positive member journey while upholding policy adherence and professional standards.

Qualifications

• Comfortable working in a fast-paced, ever-evolving environment.

Responsibilities

• Act as the main escalation point for complex Member support issues that require critical thinking and research.
• Manage a range of complex cases including policy-related inquiries, financial disputes, platform issues, and membership matters.
• Serve as PadSplit representative with empathy, professionalism, and efficiency.

Skills

Problem-solving

Communication skills

Team collaboration

Empathy and professionalism

Job description

PadSplit is a pioneering real estate platform operating in the shared housing industry, committed to providing affordable housing accommodations for low-income earners. We are dedicated to helping solve the affordable housing crisis while leveraging housing as a vehicle for financial empowerment for our members. Our principles are Care, Show it, Prove it, and we’ve been proving it through our actions since 2018.

We are on a mission to change the world – one room at a time. Join us!

Learn more about PadSplit here

The Role We Need:

As a member of the escalations team, you are considered a senior member of the Customer Experience organization. This role involves handling more complex or escalated inquiries that require a higher level of expertise and customer service finesse. Advocates in this position need to be proactive problem-solvers equipped with a strong understanding of our policies, procedures, and the unique needs of our members. By collaborating closely with other departments and utilizing feedback, they contribute to refining our support processes and enhancing the overall member experience.

The Person We Are Looking For:

The ideal person should have a knack for problem-solving, especially in situations that require thoughtful analysis and a careful approach. Exceptional communication skills are essential, as the role involves conveying information clearly and confidently to our members while resolving their issues. We're looking for someone who thrives in a collaborative environment, works well across teams, and can actively contribute to improving our support processes. Above all, the ideal candidate is committed to creating a positive experience that builds trust and satisfaction among our members.

Here’s What You’ll Do Day-To-Day:

• Act as the main escalation point for complex Member support issues that need effective critical thinking, research, and problem-solving abilities
• Manage a range of complex cases, such as policy-related inquiries, financial disputes, platform issues, and membership matters
• Assume responsibility for cases from beginning to end, ensuring a prompt and satisfactory resolution
• Serve as the representative of PadSplit, ensuring that all interactions are conducted with empathy, professionalism, and efficiency
• Develop innovative solutions for the unique challenges that arise, balancing both member needs and company policies
• Assist and educate members about our platform, policies, and product offerings, ensuring they fully understand their options
• Maintain an in-depth understanding of our ever-evolving web and mobile products, processes, and policies
• Identify recurring issues and trends, offering insights and suggestions for process and policy improvements to enhance the Member experience
• Serve as the voice of the customer, advocating for members’ needs and supporting ongoing improvements in our Customer Experience (CX) operations
• Collaborate closely with other teams, such as Product, Operations, and Host Support, to guarantee a seamless experience for our Members
• Assume responsibility for special projects within the Customer Experience team, contributing to process enhancements and operational efficiency

Here’s What You’ll Need To Be Successful:

• Comfortable working in a fast-paced, ever-evolving environment where priorities can shift quickly
• Able to stay composed under pressure while handling complex Member interactions
• Strong verbal and written communication skills, ensuring clarity and professionalism in every interaction
• Ability to break down complex topics and explain them in a clear, concise, and empathetic manner
• A natural problem-solver who can analyze information, investigate issues, and think critically to resolve complex Member concerns
• Ability to develop creative solutions while balancing Member needs and company policies
• Energized by customer interactions, with a genuine passion for helping others and enhancing the Member experience
• Skilled at balancing empathy with firmness, ensuring fair and effective resolutions
• Ability to prioritize multiple tasks, manage workloads efficiently, and meet response time expectations
• Highly detail-oriented and capable of tracking cases through resolution
• Comfortable navigating multiple systems, online platforms, and support tools
• Able to quickly adapt to new technologies, processes, and policy changes
• Possesses a strong sense of intellectual curiosity, eager to learn, adapt, and improve
• A collaborative team player with a positive, "can-do" attitude, always ready to support colleagues and contribute to team success

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager
• If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes
• If warranted, the next step would be a video panel interview with our Tier 2 Member Support Team Leads at PadSplit for one (1) hour. For this interview, the candidate would execute a live writing assessment
• If warranted, the next step would be a video interview with our Manager of T2 Member Support for forty (40) minutes. For this interview, we will assess your overall fit with a set of role-related questions
• If warranted, we move to offer!

Notice to Applicants:

PadSplit participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Compensation is based on the role's scope, national market benchmarks, the person's expertise and experience, and the impact of their contributions to our business goals.