About this role.
This Tier 1 Support Agent role provides frontline omnichannel assistance to PadSplit members through inbound calls and email tickets. The agent resolves membership, billing, property, account-access, and co-living concerns while documenting cases and escalating complex matters to specialized teams. Success depends on empathetic de-escalation, disciplined SOP and privacy compliance, CRM proficiency, and meeting FCR, AHT, and CSAT targets. The role is a full-time independent-contractor position supporting a 24/7 operation, including potential evenings, weekends, and holidays.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first acknowledge the member's frustration and confirm the key facts using account-verification procedures. I would review the payment status, account holds, and access details, explain the next steps in clear language, and resolve the issue if it falls within Tier 1 scope. If escalation were necessary, I would create complete case notes, set expectations for follow-up, and ensure the member knows what will happen next.
I would record the member's verified details, the reason for contact, relevant account or property information, troubleshooting steps taken, the resolution or escalation path, and any promised follow-up. Notes should be factual, concise, and detailed enough for another agent to continue the case without asking the member to repeat information.
I use a structured call flow, actively listen for the root issue, and consult knowledge-base resources efficiently. I avoid rushing the member or sacrificing accuracy, because a complete first-contact resolution often prevents repeat contacts and supports both AHT and CSAT over time.
I would remain calm, listen without taking sides, and use empathetic language to clarify the concern. I would avoid making promises outside my authority, follow the applicable policy and safety procedures, document the interaction carefully, and escalate to Trust & Safety when the issue requires specialized review.
I prioritize work according to urgency, SLA requirements, and available channel workflows while keeping accurate notes in real time. I use templates and knowledge-base articles appropriately, communicate early if a case needs escalation, and maintain focus by completing each interaction's required documentation before moving on.
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:
- 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!
Compensation
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.
Additional Information
Job Type: Full-time Independent Contractor
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