Tier 1 - Support Agent

2 weeks, 1 day 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

Apply Now

Similar Roles

Helpdesk Support Agent 6-Month Fixed-Term Contract [2632-304138]

LevelUp 51-250 Internet Software & Services

LevelUp is hiring a remote Helpdesk Support Agent on a 6-month fixed-term contract to provide first-line support for internal users of client business applications and keep core operations running smoothly.

GCP JIRA NetSuite Salesforce SQL
17 hours, 57 minutes ago

Affiliate EAP Counsellor (Fluent in Hyderabadi Hindi / Deccani)

Lyra Health 1K-5K Health Care Providers & Services

Lyra Health is hiring an Affiliate EAP Counsellor to provide short-term mental health support for corporate employees through in-person, virtual, and telephonic care within its network partnership model.

1 day, 17 hours ago

Customer Service Specialist - Direct to Consumer

Brooks Running 1K-5K Leisure Products

Brooks is hiring a Temporary Runner Experience Specialist to provide high-volume customer support for runners across channels during its busiest season.

1 day, 17 hours ago

Appeals Pharmacist (temp-to-hire)

Capital Rx 251-1K Health Care Providers & Services

Judi Health is hiring a remote pharmacist to review clinical coverage determinations and appeals for commercial and Medicare lines of business within its health benefits administration platform.

HIPAA
1 day, 17 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers