Tier 2 - Member Support (Fully Remote)

PadSplit is a pioneering real estate platform operating in the shared housing industry, committed to providing affordable housing accommodations for low-income earners. We are dedicated to helping solve the affordable housing crisis while leveraging housing as a vehicle for financial empowerment for our members. Our principles are Care, Show it, Prove it, and we’ve been proving it through our actions since 2018. We are on a mission to change the world – one room at a time. Join us! Learn more about PadSplit here The Role We Need: The CX Tier 2 Member Support Advocate is a senior role within Customer Experience, supporting Members through complex and escalated issues. This position requires strong judgment, exceptional communication skills, and the ability to navigate emotionally charged situations with empathy and confidence. Tier 2 Advocates don’t just resolve issues — they investigate deeply, own outcomes end-to-end, and help improve how we support Members at scale. This role is ideal for someone who thrives in fast-moving environments, adapts quickly to change, and wants to grow their impact within CX. The Person We Are Looking For: The ideal candidate is a thoughtful problem-solver who can assess complex situations, make strong judgment calls, and adapt quickly in a fast-moving environment. You communicate clearly and confidently, especially when explaining nuanced information or de-escalating challenging conversations. You thrive in ambiguity, take true ownership of outcomes, and aren’t afraid to dig deep to get to the root of an issue. Collaboration comes naturally to you, and you’re motivated by improving not just individual Member experiences, but how support works at scale. Above all, you’re driven by empathy, accountability, and a desire to grow your impact within Customer Experience. Here’s What You’ll Do Day-To-Day:

• Own complex Member escalations end-to-end, serving as the go-to resource for high-impact issues that require deep investigation and sound judgment
• Manage inbound Member calls with care and empathy, turning challenging situations into positive experiences through strong de-escalation skills
• Drive each case from beginning to end, ensuring every resolution is fair, well-documented, and completed efficiently
• Deliver clear, concise, and professional communication across all channels—phone, email, and internal tools
• Conduct thorough investigations and develop thoughtful, policy-aligned solutions to resolve Member issues
• Clearly explain decisions and policies, helping Members understand outcomes and building trust along the way
• Stay well-versed in PadSplit’s products, tools, and policies to provide accurate and confident support
• Spot trends and recurring issues, sharing insights to help refine and improve support processes
• Serve as a strong advocate for Members, making fair decisions that align with both their needs and company policies
• Work closely with Product, Operations, Host Support, and other teams to deliver seamless Member experiences
• Participate in special projects aimed at enhancing quality, efficiency, and overall Member experience Here’s What You’ll Need To Be Successful:
• Exceptional verbal and written communication skills, with the ability to navigate high-emotion situations with clarity and professionalism
• Proven experience managing escalated or complex customer issues with sound judgment and professionalism
• Strong problem-solving and investigative skills, with the ability to analyze issues thoroughly and identify effective solutions
• Ability to remain calm, empathetic, and professional when navigating high-pressure or sensitive situations
• High attention to detail and a strong sense of ownership over cases from start to finish
• Ability to balance empathy with adherence to policy, setting clear boundaries while maintaining a positive Member experience
• Ability to adjust quickly to changing priorities while maintaining high-quality outcomes
• Receptive to feedback and committed to refining skills and processes for better outcomes
• Brings a solutions-oriented mindset, working collaboratively to get things done and support team goals 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 Tier 2 Member Support Team Leads at PadSplit for one (1) hour. For this interview, the candidate would execute a live writing assessment.
• If warranted, the next step would be a video interview with our Manager of T2 Member Support for forty (40) minutes. For this interview, we will assess your overall fit with a set of role-related questions.
• If warranted, then we move to offer! Compensation, Benefits, and Perks:
• Fully remote position - we swear!
• Competitive compensation package including a

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