Are you ready to jump into the fast-moving world of a tech startup? Are you ready to make an impact? At PadSplit, we’re transforming the affordable housing market by building safe, appealing, and dignified co-living spaces. If you believe that hardworking people deserve quality housing and you want to be part of the solution, we’d love to have you on our team.

PadSplit’s mission is to tackle the affordable housing crisis one room at a time while helping individuals use housing as a path toward financial stability. Our core principles are Care, Show it, Prove it, and we put them into action through our values: Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self-Awareness, and Compassionate Directness.

Learn more about PadSplit here.

The Role We Need:

We’re looking for a Payments Support Agent who is detail-focused, dedicated, and naturally skilled at solving problems with a strong, metrics-driven mindset. You will serve as the main point of contact for member financial questions, handling tasks from billing troubleshooting to account reconciliation. As part of the Payments Team, you’ll work closely with other agents to provide outstanding support while meeting key efficiency goals that keep our operations running efficiently.

The Person We Are Looking For:

Our ideal candidate is adaptable, empathetic, and an excellent, fast-paced communicator. You excel in environments where workflows change often and the ticket queue moves quickly. You’re comfortable learning a new process in the morning and using it that same afternoon. You can multitask effectively, communicate clearly in live chats and emails, and stay calm and professional when discussing sensitive billing matters.

Here’s What You’ll Do Day-To-Day:

• Provide highly efficient first-level payment support to PadSplit members through email, live chat, and phone.
• Manage your ticket queue to meet or surpass performance goals such as Tickets Per Hour, First Reply Time, and One-Touch Resolution.
• Troubleshoot and resolve complex billing issues including payment failures, disputes, and balance questions.
• Keep up with frequent product and process changes to ensure the accuracy of all information shared with members.
• Document interactions in Zendesk with precision and escalate more complex issues to Tier 2 or Engineering when needed.
• Help build our internal Knowledge Base and identify recurring payment challenges to improve the member experience.

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

• At least 2 years of customer service experience in a high-volume environment (Call Center or Tech Support preferred).
• Intermediate or advanced knowledge of Zendesk or similar ticketing tools, plus familiarity with Google Suite.
• A metrics-focused mindset and comfort working with KPIs such as CSAT and Resolution Time.
• The ability to adapt quickly to changing SOPs and new processes.
• Strong problem‑solving skills, including the ability to clearly explain account ledgers or billing discrepancies.
• Excellent writing skills for fast, precise, and empathetic communication in chat and email.
• Flexibility to work evenings, weekends, and holidays with reliable attendance.
• A strong, self-disciplined work ethic suited for a fully remote, fast-paced environment, plus high‑speed internet.

The Interview Process:

• Your application will be reviewed by the Hiring Manager.
• If selected, you’ll have a 30‑minute video interview with a member of the PeopleOps team.
• If you advance, you’ll join a 1 hour and 15 minute video panel interview with the payments team, which includes a live mock ticket exercise and a mock call simulation.
• If all goes well, we proceed to contracting.

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