Are you ready to dive into the fast-paced environment of a tech startup and make a real difference? At PadSplit, we’re reshaping the affordable housing landscape by creating safe, attractive, and dignified co‑living options. If you believe that hardworking individuals deserve quality housing and want to help make that a reality, we’d be excited to have you join us.

PadSplit’s mission is to address the affordable housing shortage one room at a time while helping people use housing as a foundation for financial stability. Our core principles are Care, Show it, and Prove it, reflected in our values of Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self‑Awareness, and Compassionate Directness.

Learn more about PadSplit here.

The Role:

We are seeking a Payments Support Agent who is detail-oriented, committed, and naturally talented at problem‑solving with a metrics-driven approach. You will be the primary contact for member financial inquiries, managing everything from billing issues to account reconciliation. As a member of the Payments Team, you’ll collaborate closely with other agents to deliver excellent support while meeting key performance targets that keep our operations running smoothly.

Who We’re Looking For:

Our ideal candidate is adaptable, empathetic, and a strong communicator who thrives in fast-changing environments. You’re comfortable with rapidly shifting workflows and can learn a new procedure in the morning and apply it by the afternoon. You multitask effectively, communicate clearly through chat and email, and remain calm and professional during sensitive billing conversations.

What You’ll Do Each Day:

• Deliver fast and efficient first‑level payment support to PadSplit members via email, live chat, and phone.
• Manage your ticket queue to meet or exceed goals such as Tickets Per Hour, First Reply Time, and One‑Touch Resolution.
• Troubleshoot and resolve complex billing issues like failed payments, disputes, and balance concerns.
• Stay up-to-date on frequent product and process updates to ensure accurate information is provided to members.
• Accurately document interactions in Zendesk and escalate advanced issues to Tier 2 or Engineering when needed.
• Contribute to our internal Knowledge Base and identify recurring payment challenges to help improve the member experience.

What You Need to Succeed:

• A minimum of 2 years of customer service experience in a high‑volume setting (Call Center or Tech Support preferred).
• Intermediate to advanced experience with Zendesk or similar ticketing systems, and familiarity with Google Suite.
• A strong metrics‑driven mindset and comfort working with KPIs like CSAT and Resolution Time.
• The ability to adapt quickly to new processes and changing SOPs.
• Strong problem‑solving skills, including the ability to clearly explain account ledgers or billing discrepancies.
• Excellent written communication skills for quick, accurate, and empathetic responses via chat and email.
• Availability to work evenings, weekends, and holidays with consistent attendance.
• A disciplined work ethic suited to a remote, fast‑paced environment, along with reliable high‑speed internet.

Interview Process:

• Your application will be reviewed by the Hiring Manager.
• If selected, you’ll have a 30‑minute video interview with a PeopleOps team member.
• If you move forward, you’ll participate in a 1 hour and 15 minute video panel interview with the payments team, including a live mock ticket exercise and a mock call.
• If successful, we’ll proceed with contracting.

Compensation: $9,600 per year
Job Type: Full‑time Independent Contractor