Tier 2 Member Support Advocate - 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.

In Short

• Fully remote position
• Support Members through complex and escalated issues
• Strong judgment and exceptional communication skills required
• Investigate issues deeply and own outcomes end-to-end
• Manage inbound Member calls with care and empathy
• Deliver clear communication across all channels
• Spot trends and share insights to improve support processes
• Collaborate with other teams to enhance Member experiences
• Participate in special projects for quality enhancement
• Drive fair and policy-aligned solutions for Members

Requirements

• Exceptional verbal and written communication skills
• Proven experience with escalated customer issues
• Strong problem-solving and investigative skills
• Ability to remain calm and professional under pressure
• High attention to detail and ownership of cases
• Ability to balance empathy with adherence to policy
• Receptive to feedback and committed to improvement
• Solutions-oriented mindset and collaborative approach

Benefits

• Competitive compensation package
• National healthcare plans
• Company provided life insurance
• Equity options
• Company provided work equipment
• Unlimited paid-time off
• 401(k) plan
• Twelve weeks of paid time off for parents
• Opportunity to impact affordable housing solutions