Tier 1 - Support Agent

1 month ago
Contract
Junior
Customer and Technical Support
PadSplit

PadSplit

PadSplit offers clean, modern furnished rooms for rent at an affordable weekly fee, including utilities, WiFi, laundry access, and 24/7 telemedicine service. They are disrupting the affordable housing industry by creating safe, attractive co-living env...

Family Services
51-250
$35M raised

Description

  • Serve as the first point of contact for PadSplit members via inbound calls and email tickets.
  • Troubleshoot and resolve issues related to membership, billing, and property inquiries.
  • Maintain accurate case notes and logs in the CRM system.
  • Triage and escalate complex issues to the appropriate internal teams.
  • Deliver calm, compassionate, and professional support in sensitive situations.
  • Use active listening and de-escalation techniques to handle member concerns.
  • Build fluency in PadSplit’s software, policies, house rules, and housing guidelines.
  • Identify recurring member issues and contribute to help center and SOP improvements.
  • Support service quality targets such as First Contact Resolution, Average Handle Time, and Customer Satisfaction.

Requirements

  • 3+ years of customer service experience, preferably in a fast-paced contact center or remote tech support environment.
  • Experience handling high call volumes, concurrent ticket queues, and live chats.
  • Background in PropTech, housing, real estate, property management, co-living, or hospitality is preferred.
  • Experience with omnichannel support tools such as Zendesk, Intercom, or Salesforce, plus VoIP systems.
  • Strong written and verbal communication skills with the ability to de-escalate tense conversations.
  • Intermediate-to-advanced digital skills, including Google Workspace, multi-tab workflows, and fast typing.
  • Ability to follow SOPs, security protocols, and policy guidelines precisely.
  • Strong analytical and problem-solving skills to diagnose and resolve issues quickly.
  • Willingness to work flexible shifts, including evenings, weekends, and holidays.
  • Excellent attendance, punctuality, and self-discipline in a remote or hybrid environment.

Benefits

  • Full-time independent contractor role.
  • Opportunity to work in a remote or hybrid team setting.
  • Coverage for members across different time zones.
  • Structured interview process with a live mock ticket assessment and mock call simulation.

Interested in this position?

Apply directly on the company website

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