[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![PadSplit logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/06/da525286873130ed0b95212896ef55d4.jpg)](https://jobicy.com/company/padsplit.md)Remote opportunity at[PadSplit](https://jobicy.com/company/padsplit.md) # Tier 2 – Member Support Agent (Offshore – Philippines) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/padsplit.md)Share14 Sep 2026Published26Listing views1Application actions14 Oct 2026Apply before Opportunity details ## About this role. AI SummaryThis 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 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires independent judgment on sensitive, complex escalations involving financial disputes, policy interpretation, and platform issues. Success depends on balancing member advocacy with company policy while maintaining quality and response-time standards in a fast-changing environment. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianBelow market$16,200US market range$45k–$60k0$66k AI insightThe disclosed annual compensation is USD 16,200, producing a job-offer median of USD 16,200. For comparison, the estimated U.S. market range for a Tier 2 customer support or escalations specialist is USD 45,000 to USD 60,000 annually; this market range is an estimate and may differ materially for an offshore contract engagement. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer escalation management](https://jobicy.com/jobs?search_keywords=Customer%20escalation%20management.md)[Customer experience](https://jobicy.com/jobs?search_keywords=Customer%20experience.md)[Case ownership](https://jobicy.com/jobs?search_keywords=Case%20ownership.md)[Conflict resolution](https://jobicy.com/jobs?search_keywords=Conflict%20resolution.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md)[Verbal communication](https://jobicy.com/jobs?search_keywords=Verbal%20communication.md)[Policy interpretation](https://jobicy.com/jobs?search_keywords=Policy%20interpretation.md)[Financial dispute resolution](https://jobicy.com/jobs?search_keywords=Financial%20dispute%20resolution.md)[Critical thinking](https://jobicy.com/jobs?search_keywords=Critical%20thinking.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsHow would you handle a member escalation involving a disputed charge and unclear policy expectations?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. Describe how you prioritize several complex cases with competing deadlines. 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. What would you do if a policy-compliant resolution is likely to frustrate a member? 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. How do you identify opportunities to improve a support process? 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. How do you maintain quality when working across multiple tools and rapidly changing processes? 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](https://youtu.be/6Z_3e19byw0) 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. Show more [Apply now >](https://jobicy.com/jobs/153284-tier-2-member-support-agent-offshore-philippines.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. Matched by job category10 related opportunities[Customer Support & Success](https://jobicy.com/categories/supporting.md) [Browse all jobs](https://jobicy.com/jobs.md) * ![StackAdapt logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/01/bf5f2bb689c6f35f6cab5459f3eff869.jpg) StackAdapt Sep 14 ### [Director, Client Services- APAC](https://jobicy.com/jobs/153282-director-client-services-apac.md) StackAdapt is the leading technology company that empowers marketers to reach, engage, and convert audiences with precision. With 465 billion automated optimizations per second, the AI-powered StackAdapt Marketing Platform seamlessly… * ![PadSplit logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/06/da525286873130ed0b95212896ef55d4.jpg) PadSplit Sep 14 ### [Tier 1 – Support Agent](https://jobicy.com/jobs/153280-tier-1-support-agent.md) 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… * ![Zone & Co logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/618aec90-221.png) Zone & Co Sep 14 ### [Frontline Support Analyst](https://jobicy.com/jobs/153278-frontline-support-analyst-2.md) Zone & Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by… * ![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png) Cloudbeds Sep 14 ### [Onboarding Coach](https://jobicy.com/jobs/153273-onboarding-coach.md) What Makes Cloudbeds UniqueAt Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties… * ![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png) LevelUp Sep 14 ### [Senior Billing Escalations Agent](https://jobicy.com/jobs/153269-senior-billing-escalations-agent.md) Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of… * ![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png) Cloudbeds Sep 14 ### [Manager, Customer Support – ANZ](https://jobicy.com/jobs/153271-manager-customer-support-anz.md) What Makes Cloudbeds UniqueAt Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties… * ![Socket logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/1314ce3c-221.png) Socket Sep 14 ### [Technical Account Manager, Europe](https://jobicy.com/jobs/153262-technical-account-manager-europe.md) About Us Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our… * ![UpGuard logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/474a12c7-221.png) UpGuard Sep 14 ### [Customer Success Manager](https://jobicy.com/jobs/153249-customer-success-manager-46.md) Who are we? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk… * ![Ada logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/666ef11e-221.png) Ada Sep 14 ### [Customer Solutions Consultant, Ada Accelerate](https://jobicy.com/jobs/153248-customer-solutions-consultant-ada-accelerate.md) About Us Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service… * ![Playson logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/6f266d9c-221-1.png) Playson Sep 14 ### [Senior Integration Engineer](https://jobicy.com/jobs/153232-senior-integration-engineer.md) About the Role We’re looking for a Senior Integration Engineer to take full ownership of partner integrations – from initial onboarding through to go-live and beyond. This is a delivery-focused,…