Tier 1 Support Agent — 24/7, Fast‑paced CX (Hybrid/Remote)

Remote; San Francisco (CA); Teletrabalho; USD 48 000 - 72 000; Tempo integral

Resumo da oferta

PadSplit is seeking a support agent to join our Customer Experience team. You’ll be the frontline for PadSplit Members, handling inquiries across calls and emails with empathy and precision.

You’ll troubleshoot membership, billing, and property questions, log detailed cases in Zendesk, and escalate when needed. The role emphasizes high-quality, timely resolutions and adherence to SOPs in a fast-paced remote environment.

Qualificações

• 3+ years in high-volume customer care.
• Experience in proptech, housing, or marketplace.
• Proficiency with Zendesk, Intercom, Salesforce and VoIP.
• Strong written and verbal communication.
• Ability to work 24/7 shifts.

Responsabilidades

• Omnichannel first-level support for members across calls and emails.
• Troubleshoot membership, billing, and property inquiries.
• Maintain detailed case logs in CRM and triage escalations.
• Meet KPIs like FCR, AHT, CSAT.
• De-escalate and communicate empathetically.
• Learn PadSplit's policies and contribute to knowledge base.

Conhecimentos

High-volume support

Empathetic communication

Problem solving

Multi-tasking

Schedule flexibility

Ferramentas

Zendesk

Intercom

Salesforce

VoIP

Google Workspace

Descrição da oferta de emprego

PadSplit is seeking a support agent to join our Customer Experience team. You’ll be the frontline for PadSplit Members, handling inquiries across calls and emails with empathy and precision.

You’ll troubleshoot membership, billing, and property questions, log detailed cases in Zendesk, and escalate when needed. The role emphasizes high-quality, timely resolutions and adherence to SOPs in a fast-paced remote environment.