Tier 1 - Support Agent

Are you ready to dive into the world of a fast-paced tech startup? Are you ready to change the world? At PadSplit we're disrupting the affordable housing industry by creating safe, attractive, and respectable co-living environments. If you're motivated by the conviction that working people should have a decent place to live, and want to do something about it, come join us!

At PadSplit, our purpose is to solve our affordable housing crisis one room at a time while leveraging housing as a vehicle for financial independence. Our principles are Care, Show it, Prove it. We live out our principles by embodying our values: Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self-Awareness, and Compassionate Directness.

Learn more about PadSplit here

The Role We Need:

We are seeking a Support Advocate who is detail-oriented, hard-working, and a natural problem solver with a positive attitude. You will embrace a variety of responsibilities with enthusiasm and contribute to our unique company culture while upholding our core principles and values. As part of our Customer Experience Team, you will collaborate with a dynamic group of agents to deliver exceptional, five-star support to PadSplit members.

The Person We Are Looking For:

The ideal candidate is adaptable, empathetic, and a strong communicator. You thrive in fast-paced environments, are quick to learn new systems and processes, and are passionate about providing outstanding customer service. You have a knack for multitasking, possess excellent organizational skills, and approach challenges with a can-do attitude. Your ability to remain calm under pressure and your commitment to excellence make you a perfect fit for our team.

Here’s What You’ll Do Day-To-Day:

• Provide first-level support to PadSplit members via email and phone (Inbound and Outbound)

• Troubleshoot and resolve issues related to membership, billing, and property inquiries.

• Document and escalate complex issues to Tier 2 support or appropriate departments.

• Ensure timely and accurate resolution of member requests and concerns.

• Maintain a high level of professionalism and empathy in all interactions.

• Continuously update and expand knowledge of PadSplit's services, policies, and procedures.

• Contribute to the development and improvement of support processes and resources.

Here’s What You’ll Need To Be Successful:

• Excellent verbal and written communication skills.

• More than 3 years of customer service experience (preferably in a call center environment)

• Great computer skills and an intermediate level of experience with Google Suite

• Proficiency with customer support software and tools (e.g., Zendesk, Atlas).

• Strong problem-solving skills and attention to detail.

• Ability to work flexible hours, including evenings, weekends, and holidays.

• Strong ability to consistently follow standard operating procedures (SOPs), ensuring quality and efficiency.

• Previous experience in customer service or support roles, preferably in a tech or housing-related industry.

• Consistent and reliable attendance.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.

• If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.

• If warranted, the next step would be a video interview with our T1 - Supervisor for one (1) hour, where the candidate will perform a live mock call simulation.

• If warranted, the next step would be a video interview with our Manager of Tier 1 Support for thirty (30) minutes.

• If warranted, then we move to contract!

$9,600 - $9,600 a year

Job Type: Full-time Independent Contractor