Tier 2 - Member Support (Fully Remote)

PadSplit is a real estate platform in the shared housing industry focused on providing affordable housing for low-income earners. The CX Tier 2 Member Support Advocate supports members through complex and escalated issues, investigating deeply and owning outcomes end-to-end. The role aims to deliver fair, policy-aligned resolutions while improving support processes at scale in a fast-moving environment.

• Own complex Member escalations end-to-end, acting as a go-to resource for high-impact issues requiring deep investigation and sound judgment
• Manage inbound Member calls with empathy and strong de-escalation skills to turn challenging situations into positive experiences
• Drive cases from start to finish, ensuring resolutions are fair, well-documented, and completed efficiently
• Communicate clearly and professionally across phone, email, and internal tools
• Conduct thorough investigations and develop thoughtful, policy-aligned solutions to resolve Member issues
• Explain decisions and policies clearly to help Members understand outcomes and build trust
• Stay current on PadSplit products, tools, and policies to provide accurate support
• Identify trends and recurring issues and share insights to improve support processes
• Advocate for Members while making fair decisions aligned with Member needs and company policies
• Collaborate with Product, Operations, Host Support, and other teams to deliver seamless Member experiences
• Participate in special projects to enhance quality, efficiency, and overall Member experience

• Exceptional verbal and written communication skills, including the ability to handle high-emotion situations with clarity and professionalism
• Proven experience managing escalated or complex customer issues with sound judgment
• Strong investigative and problem-solving skills to analyze issues thoroughly and identify effective solutions
• Ability to remain calm, empathetic, and professional in high-pressure or sensitive situations
• High attention to detail and strong ownership of cases from start to finish
• Ability to balance empathy with adherence to policy and set clear boundaries
• Ability to adapt quickly to changing priorities while maintaining high-quality outcomes
• Receptive to feedback and committed to continuous improvement
• Solutions-oriented and collaborative working style
• Authorization to work in the United States; must complete I-9 and pass E-Verify (no visa sponsorship)

• Fully remote position
• Competitive compensation package including an equity incentive plan
• Medical, dental, and vision healthcare plans
• Company-provided life insurance
• Equity options
• Company-provided work equipment
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited PTO policy plus eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid parental leave for both birth and non-birth parents
• Employment contingent on successful completion of E-Verify