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 Support Agent 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:
- Deliver High-Efficiency Support: Provide first-level support to PadSplit members via email, live chat, and phone.
- Solve Problem: Troubleshoot and resolve member issues related to memberships, billing, and property inquiries, delivering timely, accurate, and member-focused resolutions.
- Document & Escalate: Document and escalate complex issues to Tier 2 support or appropriate departments.
- Continuously Improve: Continuously update and expand knowledge of PadSplit’s services, policies, and procedures.
Here’s What You’ll Need To Be Successful:
- 2+ Years of Customer Service: Proven experience in a high-volume customer service or support environment.
- Tech & Systems Proficiency: Upper intermediate computer skills and level of experience with Google Suite. Proficiency with customer support software and tools (e.g., Zendesk, Atlas).
- Problem Solving Skills: Strong problem-solving ability and attention to detail.
- Change Agility: A proven ability to follow evolving Standard Operating Procedures (SOPs) and adopt new processes quickly.
- 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 back-to-back video interview with the CX Team Leads & Manager for 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.
