Member Support Specialist - Remote

Overview

PadSplit is a pioneering real estate platform operating in the shared housing industry, committed to providing affordable housing accommodations for low-income earners. We are dedicated to helping solve the affordable housing crisis while leveraging housing as a vehicle for financial empowerment for our members. Our principles are Care, Show it, Prove it, and we’ve been proving it through our actions since 2018.

In Short

• Act as the main escalation point for complex Member support issues.
• Manage a range of complex cases including policy-related inquiries and financial disputes.
• Ensure prompt and satisfactory resolution for cases from beginning to end.
• Conduct interactions with empathy, professionalism, and efficiency.
• Develop innovative solutions for unique challenges balancing member needs and company policies.
• Educate members about our platform, policies, and product offerings.
• Identify recurring issues and suggest improvements to enhance the Member experience.
• Collaborate closely with other teams to guarantee a seamless experience for our Members.
• Contribute to special projects within the Customer Experience team.

Requirements

• Comfortable in a fast-paced, ever-evolving environment.
• Strong verbal and written communication skills.
• Ability to analyze information and think critically.
• Develop creative solutions while balancing Member needs and policies.
• Energized by customer interactions with a passion for helping others.
• Detail-oriented and capable of tracking cases through resolution.
• Ability to prioritize multiple tasks and manage workloads efficiently.
• Comfortable navigating multiple systems and online platforms.
• Collaborative team player with a positive attitude.

Benefits

• Fully remote position.
• Competitive compensation package including an equity incentive plan.
• National medical, dental, and vision healthcare plans.
• Company provided life insurance policy.
• Unlimited paid-time off (PTO) policy with eleven company-observed holidays.
• 401(k) plan.
• Twelve weeks of paid time off for both birth and non-birth parents.
• The opportunity to work at a company solving the affordable housing crisis.