Tier 2 - Member Support Agent (Offshore - Philippines)

1 month, 2 weeks ago
Contract
Senior
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 main escalation point for complex member support issues.
  • Manage policy, financial dispute, platform, and membership cases end to end.
  • Resolve cases promptly while maintaining empathy, professionalism, and efficiency.
  • Educate members on the platform, policies, and product offerings.
  • Maintain deep knowledge of web and mobile products, processes, and policies.
  • Identify recurring issues and recommend process and policy improvements.
  • Act as the voice of the customer within Customer Experience operations.
  • Collaborate with Product, Operations, and Host Support to improve member experience.
  • Own special projects that support process improvement and operational efficiency.

Requirements

  • Experience working in a fast-paced, ever-evolving environment.
  • Strong verbal and written communication skills.
  • Ability to explain complex topics clearly, concisely, and empathetically.
  • Strong critical thinking, research, and problem-solving ability.
  • Ability to balance empathy with firmness in resolving issues.
  • Ability to prioritize multiple tasks and meet response time expectations.
  • Highly detail-oriented with the ability to track cases through resolution.
  • Comfort navigating multiple systems, online platforms, and support tools.
  • Ability to quickly adapt to new technologies, processes, and policy changes.
  • Must be authorized to work in the United States; PadSplit does not sponsor visas.

Benefits

  • Work on a mission-driven platform addressing affordable housing.
  • Opportunity to contribute to meaningful process and policy improvements.
  • Collaborative cross-functional environment.
  • Equal Opportunity Employer consideration for all qualified applicants.

Interested in this position?

Apply directly on the company website

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