Tier 1 - Support Agent

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!

Job Type: Full-time Independent Contractor