Payments Support Agent

Job description

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 Payments Support Agent who is detail-oriented, hard-working, and a natural problem-solver with a high level of “metric-minded” discipline. You will be the primary point of contact for member financial inquiries, embracing a variety of responsibilities from billing troubleshooting to account reconciliations. As part of our Payments Team, you will collaborate with a dynamic group of agents to deliver exceptional, five-star support while hitting key efficiency targets that keep our operations running smoothly.

The Person We Are Looking For:

The ideal candidate is adaptable, empathetic, and a high-velocity communicator. You thrive in fast-paced environments where the ticket queue moves quickly and processes evolve frequently. You are “change-ready” as someone who can learn a new product update or workflow in the morning and apply it by the afternoon. You have a knack for multitasking, possess excellent written communication skills for live chat and email, and remain calm and professional when discussing sensitive payment topics with members.

Here’s What You’ll Do Day-To-Day:

• High-Efficiency Support: Provide first-level payments support to PadSplit members via email, live chat, and phone.
• KPI Excellence: Manage your personal queue to meet or exceed targets for Tickets Per Hour, First Reply Time (FRT), and One-Touch Resolution.
• Billing Resolution: Troubleshoot and resolve complex issues related to payment failures, billing disputes, and account balances.
• Change Adoption: Proactively stay up-to-date with frequent product and process updates, ensuring 100% accuracy in the information provided to members.
• Documentation & Escalation: Maintain precise records in Zendesk and escalate complex financial discrepancies to Tier 2 or Engineering when necessary.
• Continuous Improvement: Contribute to the development of our internal Knowledge Base and identify recurring payment friction points to help us improve the member experience.

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

• 2+ Years of Customer Service: Proven experience in a high-volume support environment (Call Center or Tech Support preferred).
• Zendesk Proficiency: Intermediate to advanced experience with Zendesk (or similar ticketing systems) and Google Suite.
• Metric-Driven Mindset: Familiarity with support KPIs like CSAT and Resolution Time; you enjoy seeing your performance reflected in the data.
• Change Agility: A proven ability to follow evolving Standard Operating Procedures (SOPs) and adopt new processes quickly.
• Problem-Solving & Math: Strong attention to detail with the ability to explain account ledgers or computational discrepancies to members clearly.
• Exceptional Writing Skills: Ability to handle Live Chat and email with speed, accuracy, and an empathetic tone.
• Availability: Ability to work flexible hours, including evenings, weekends, and holidays, with consistent and reliable attendance.
• Remote Discipline: High-speed internet and the self-motivation to hit targets in a fully remote, fast-paced setting.

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 interview with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video panel interview with our members of the payments team for one (1) hour and (15) minutes. For this interview, a candidate will perform a live mock ticket assessment and mock call simulation.
• If warranted, then we move to contract!

$9,600 - $9,600 a year

Job Type: Full-time Independent Contractor

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.