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: 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 gu