Tier 1 - 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](https://youtu.be/6Z_3e19byw0) **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: - **Omnichannel First-Level Support:** Serve as the frontline point of contact for PadSplit Members across inbound calls and email tickets. - **Co-Living & Operations Troubleshooting:** Troubleshoot and resolve issues related to membership, billing, and property inquiries. - **Documentation & Triage Escalations:** Maintain detailed, accurate case logs in the CRM system (e.g., Zendesk); efficiently triage and escalate complex issues to Tier 2 Support, Trust & Safety (for housemate disputes), or Property Operations/Host Relations. - **SLA Adherence & Service Excellence:** Ensure high-quality, timely resolutions that align with key performance metrics—such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT). - **De-escalation & Empathetic Communication:** Deliver compassionate, calm, and professional support during sensitive or high-stress situations, utilizing strong active listening and de-escalation techniques when dealing with financial stress or co-living friction. - **Platform & Policy Fluency:** Continuously build working knowledge of PadSplit's evolving software features, Member Terms of Service, house rules, and regional occupancy/housing guidelines to provide consistent, compliant guidance. - **Process Improvement & Knowledge Sharing:** Actively flag recurring member pain points and contribute actionable suggestions to update help center macros, Standard Operating Procedures (SOPs), and internal knowledge base articles. ### Here’s What You’ll Need To Be Successful: - **3+ Years of High-Volume Customer Care:** A proven track record of 3+ years in customer service (preferably within a fast-paced contact center or remote tech support environment), with experience managing high call volumes, concurrent ticket queues, and live chats. - **PropTech, Housing, or Marketplace Experience:** Prior background in tech-enabled customer support, real estate, property management, co-living, or hospitality—giving you a strong baseline understanding of move-in dynamics, lease agreements, and resident care. - **Customer Support Stack & CRM Proficiency:** Hands-on experience navigating omnichannel support platforms (e.g., Zendesk, Intercom, Salesforce) and cloud phone systems (VoIP), paired with the ability to look up knowledge base articles and document notes while actively on calls. - **Empathetic & Clear Communication:** Exceptional written and verbal skills, with a talent for de-escalating tense conversations, practicing active listening, and translating complex billing or app/access troubleshooting into simple, easy-to-follow steps. - **Tech Literacy & Google Workspace:** Intermediate-to-advanced digital skills, including comfort with multi-tab workflows, fast typing speed, and fluency in Google Suite (Gmail, Google Sheets, Google Docs, and Google Meet). - **Strict SOP Adherence & Detail Orientation:** Demonstrated ability to follow Standard Operating Procedures (SOPs), security protocols, and policy guidelines precisely—ensuring accurate account updates and protecting member privacy. - **Resourceful Problem Solving:** Strong analytical and critical-thinking skills to quickly diagnose root causes—such as digital key access failures, auto-pay errors, or account hold issues—and resolve them efficiently on the first contact. - **Schedule Flexibility for 24/7 Operations:** Willingness and capability to work flexible shifts, including evenings, weekends, and holidays, to ensure uninterrupted coverage for members across different time zones. - **High Accountability & Attendance:** Exemplary attendance, punctuality, and self-discipline required to thrive in a remote or hybrid team setting where reliability directly impacts the member experience. ### 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!