Are you ready to jump into the fast-moving world of a tech startup? Are you eager to make a meaningful impact? At PadSplit, we’re transforming the affordable housing landscape by offering safe, attractive, and dignified co-living spaces. If you believe that hardworking people deserve quality housing and want to help make that a reality, 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 using housing as a pathway to financial independence. Our guiding principles are Care, Show it, and Prove it, and we bring them to life through our values: Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self-Awareness, and Compassionate Directness.

The Role We’re Filling:

We’re looking for a Support Advocate who is detail-focused, dedicated, and naturally inclined to solve problems with a positive outlook. You’ll take on a range of responsibilities with energy and help strengthen our company culture while reflecting our principles and values. As part of our Customer Experience Team, you’ll work with a collaborative group of agents to provide exceptional, five-star support to PadSplit members.

Who We Want:

Our ideal candidate is flexible, empathetic, and an excellent communicator. You excel in fast-paced settings, quickly pick up new tools and processes, and care deeply about delivering superior customer service. You’re skilled at multitasking, highly organized, and approach obstacles with a solutions-oriented mindset. Your calm under pressure and commitment to high standards make you an excellent addition to our team.

Your Daily Responsibilities:

– Provide first-line support to PadSplit members through email and phone (inbound and outbound).
– Troubleshoot and resolve questions related to membership, billing, and property concerns.
– Document and escalate more complex issues to Tier 2 or the appropriate department.
– Ensure requests and concerns are handled promptly and accurately.
– Communicate with professionalism and empathy in every interaction.
– Stay up to date on PadSplit’s services, policies, and procedures.
– Help enhance support processes and resources.

What You’ll Need to Excel:

– Strong verbal and written communication skills.
– Over 3 years of customer service experience (ideally in a call center).
– Intermediate computer skills and experience with Google Suite.
– Familiarity with customer support tools such as Zendesk or Atlas.
– Strong attention to detail and problem-solving abilities.
– Willingness to work flexible hours, including evenings, weekends, and holidays.
– Ability to consistently follow standard operating procedures for quality and efficiency.
– Reliable and consistent attendance.
– Prior experience in customer service or support, ideally in tech or housing.

The Interview Process:

– Your application will be reviewed by the Hiring Manager.
– If you meet the requirements, you’ll have a 30-minute video screening with the PeopleOps team.
– If selected, you’ll move on to a 30-minute video interview with our Tier 1 Supervisor.
– If further evaluation is needed, you’ll have another 30-minute video interview with our Manager of Tier 1 Support.
– If appropriate, you will then complete an assessment.
– If all goes well, we’ll proceed to contracting!