Senior Member Support & Escalations Specialist

PadSplit; United States; Remote; USD 75,000 - 120,000; Full time

Job summary

PadSplit is seeking a Senior Escalations Advocate within the Customer Experience organization in the United States. You will handle complex inquiries that require expert knowledge of our policies and proactive problem-solving to resolve membership issues.

You will collaborate across teams to refine support processes, educate members about platform features and policies, and champion the voice of the customer to improve overall experience.

Qualifications

• Experience handling escalated customer inquiries with empathy.
• Strong written and verbal communication skills.
• Ability to analyze policies and apply them fairly.

Responsibilities

• Act as the main escalation point for complex Member support issues.
• Manage a range of complex cases including policy inquiries, platform issues, and membership matters.
• Own cases from start to finish to ensure prompt resolutions.
• Represent PadSplit with empathy, professionalism, and efficiency.
• Develop innovative solutions balancing member needs and company policies.
• Assist and educate members about the platform, policies, and product offerings.
• Maintain a deep understanding of PadSplit web and mobile products, processes, and policies.
• Identify recurring issues and suggest process and policy improvements to enhance the Member experience.
• Advocate for the customer and support ongoing improvements in CX operations.
• Collaborate with Product and other teams to improve the member experience.

Skills

Problem-solving

Communication

Collaboration

Customer empathy

Job description

PadSplit is seeking a Senior Escalations Advocate within the Customer Experience organization in the United States. You will handle complex inquiries that require expert knowledge of our policies and proactive problem-solving to resolve membership issues.

You will collaborate across teams to refine support processes, educate members about platform features and policies, and champion the voice of the customer to improve overall experience.