Tier 2 - Member Support Agent (Offshore - Philippines)

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 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,