Manager, Member Support

Job description

The Role We Need:

PadSplit is hiring a Manager of Tier 1 Member Support to lead the front line of our customer support team. This high-ownership, strategic role is focused on building and scaling the systems, processes, and people needed to serve a rapidly growing customer base. Reporting to the Director of CX Support, you’ll oversee Team Leads and frontline agents, manage our call center partner, and own the operational strategy for delivering fast, effective, and empathetic support. If you thrive on building from scratch, using data to drive change, and leading work that directly impacts access to stable housing, we want to hear from you.

The Person We Are Looking For:

We’re looking for a strategic operator who thrives in dynamic environments, can lead people, solve complex problems, and build systems from the ground up. You’re equally comfortable with high-level strategy and hands-on execution; whether analyzing data to improve workflows, coaching a Team Lead, or rolling out training for a product change. You bring structure to ambiguity, prioritize effectively, and lead with empathy to foster a healthy, high-performing culture in a remote environment. Most importantly, you see support as a driver of trust, retention, and growth, and you’re eager to scale a function that improves the experience of thousands of PadSplit Members each month.

Here’s What You’ll Do Day-To-Day:

• Lead and grow the Tier 1 Member Support team, managing Team Leads and supporting a distributed team of frontline agents who respond to thousands of Member inquiries each week. You’ll set performance expectations, coach people managers, and help define the next phase of our support org.
• Build and refine core support systems and processes—from rewriting entire protocols and escalation paths to redesigning workflows in our support tools (e.g. Zendesk). You’ll identify friction points and drive improvements that increase efficiency and improve the Member experience.
• Develop and execute the operating model for Tier 1, including how we staff, forecast volume, and design shift structures to support a 7-day service window. You’ll help make sure we’re resourced appropriately and structured to scale.
• Manage and evolve our BPO partner relationship, ensuring alignment on goals, quality standards, and customer experience expectations. You’ll help manage accountability, lead joint reviews, and help lead the strategy on our work with BPOs long-term.
• Use data to drive team performance and decision-making. You’ll monitor dashboards, run ad hoc analyses, and proactively surface trends—whether it’s repeat contacts, handle time variances, or quality gaps. You’ll know when metrics need to improve and how to build the plan to get there.
• Translate company and product priorities into action at the front line. When a new policy or product change rolls out, you’ll lead the charge on enablement—training Team Leads, creating clear documentation, and making sure the team is prepared to execute with consistency.
• Partner across teams—to share feedback from the front lines and influence changes that reduce volume, improve outcomes, or increase Member trust.
• Lead through ambiguity and change, providing structure, empathy, and clarity when things shift quickly. You’ll serve as a steadying force for your team and help maintain a culture of ownership, resilience, and impact.

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

• Leadership Experience: 5-7+ years work experience with 2-3 of those years managing small to mid-size teams. You’re confident in guiding direct reports through the performance lifecycle and designing methods for monitoring individual contributors’ performance and quality of work.
• Strategic Thinking & Execution: Comfort developing long-term solutions while handling immediate operational needs; able to balance zooming out with rolling up sleeves.
• Roll-up your sleeves attitude: Comfort building yourself – whether it’s a training, macro, quick data analysis – you don’t shy away from doing the work.
• Detail Orientation: You notice the small things—typos in macros, gaps in a workflow, inconsistencies in training—and know which details matter.
• Process Builder: Experience designing scalable workflows, training, and tooling; comfortable testing and iterating on new ideas quickly.
• Data Fluency: Confident working with data to inform decisions—running quick analyses, spotting trends, and building lightweight dashboards without needing an analyst. You understand core support metrics, know how to improve data capture, and use insights to shape priorities, tooling, and policy.
• Customer-Centric Approach: Deep empathy for the Member experience, and a belief that support is a key driver of trust, loyalty, and reputation. You understand how customer insights can drive cross functional change.
• Communication Skills: Exceptional written and verbal skills; able to drive clarity, rally teams, and connect with stakeholders across the company.
• Adaptability: Comfortable navigating fast growth, shifting priorities, and minimal structure.
• Mission Alignment: Deep belief in PadSplit’s vision to solve the affordable housing crisis, and excitement to use support as a vehicle for impact.

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 phone 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 Director of CX Support for forty-five (45) minutes.
• If warranted, the next step would be a video interview with a panel of key stakeholders for two (2) hours.  For this interview, a candidate would execute an assessment to the panel for discussion.
• If warranted, then we move to offer!

Compensation, Benefits, and Perks:

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis

$90,000 - $105,000 a year

Compensation is based on the role’s scope, national market benchmarks, the person’s expertise and experience, and the impact of their contributions to our business goals.

Notice to Applicants:

PadSplit participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process.

PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.