About this role.
This Tier 2 Member Support Agent role manages complex and escalated member cases for a shared-housing platform. The agent investigates policy, financial, membership, and platform issues, owns cases through resolution, and communicates with empathy and clarity. The position works closely with Product, Operations, and Host Support while identifying recurring issues and recommending process improvements. It is a contract role targeted to candidates located anywhere in the Philippines, with U.S. work-authorization language also included in the posting.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication 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 review the account history, transaction details, prior communications, and applicable policy. I would explain the findings in clear, empathetic language, provide the available resolution options, and document the decision and next steps so the case is handled consistently.
I assess urgency, member impact, financial or safety risk, and any service-level commitments. I then create a clear action plan, communicate realistic expectations to members, and reassess priorities as new information or urgent issues arise.
I would acknowledge the member's concern without making promises outside policy, explain the rationale plainly, and look for any permitted alternatives. The goal is to be firm and consistent while ensuring the member feels heard and understands the available options.
I look for repeat contacts, recurring confusion, avoidable handoffs, and patterns in case notes or outcomes. I would summarize the evidence, propose a practical change, and partner with the appropriate team to test whether it improves resolution quality or efficiency.
I use organized case notes, checklists, and current knowledge resources to verify details before responding. I also seek clarification early when policies change and share useful updates with teammates to support consistent member experiences.
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:
As a member of the escalations team, you are considered a senior member of the Customer Experience organization. This role involves handling more complex or escalated inquiries that require a higher level of expertise and customer service finesse. Advocates in this position need to be proactive problem-solvers equipped with a strong understanding of our policies, procedures, and the unique needs of our members. By collaborating closely with other departments and utilizing feedback, they contribute to refining our support processes and enhancing the overall member experience.
The Person We Are Looking For:
The ideal person should have a knack for problem-solving, especially in situations that require thoughtful analysis and a careful approach. Exceptional communication skills are essential, as the role involves conveying information clearly and confidently to our members while resolving their issues. We’re looking for someone who thrives in a collaborative environment, works well across teams, and can actively contribute to improving our support processes. Above all, the ideal candidate is committed to creating a positive experience that builds trust and satisfaction among our members.
Here’s What You’ll Do Day-To-Day:
- Act as the main escalation point for complex Member support issues that need effective critical thinking, research, and problem-solving abilities.
- Manage a range of complex cases, such as policy-related inquiries, financial disputes, platform issues, and membership matters.
- Assume responsibility for cases from beginning to end, ensuring a prompt and satisfactory resolution.
- Serve as the representative of PadSplit, ensuring that all interactions are conducted with empathy, professionalism, and efficiency.
- Develop innovative solutions for the unique challenges that arise, balancing both member needs and company policies.
- Assist and educate members about our platform, policies, and product offerings, ensuring they fully understand their options.
- Maintain an in-depth understanding of our ever-evolving web and mobile products, processes, and policies.
- Identify recurring issues and trends, offering insights and suggestions for process and policy improvements to enhance the Member experience.
- Serve as the voice of the customer, advocating for members’ needs and supporting ongoing improvements in our Customer Experience (CX) operations.
- Collaborate closely with other teams, such as Product, Operations, and Host Support, to guarantee a seamless experience for our Members.
- Assume responsibility for special projects within the Customer Experience team, contributing to process enhancements and operational efficiency.
Here’s What You’ll Need To Be Successful:
- Comfortable working in a fast-paced, ever-evolving environment where priorities can shift quickly.
- Able to stay composed under pressure while handling complex Member interactions.
- Strong verbal and written communication skills, ensuring clarity and professionalism in every interaction.
- Ability to break down complex topics and explain them in a clear, concise, and empathetic manner.
- A natural problem-solver who can analyze information, investigate issues, and think critically to resolve complex Member concerns.
- Ability to develop creative solutions while balancing Member needs and company policies.
- Energized by customer interactions, with a genuine passion for helping others and enhancing the Member experience.
- Skilled at balancing empathy with firmness, ensuring fair and effective resolutions.
- Ability to prioritize multiple tasks, manage workloads efficiently, and meet response time expectations.
- Highly detail-oriented and capable of tracking cases through resolution.
- Comfortable navigating multiple systems, online platforms, and support tools.
- Able to quickly adapt to new technologies, processes, and policy changes.
- Possesses a strong sense of intellectual curiosity, eager to learn, adapt, and improve.
- A collaborative team player with a positive, “can-do” attitude, always ready to support colleagues and contribute to team success.
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, we move to offer!
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
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.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.
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.
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