Host Account Manager

42 minutes ago
Full-time
Mid Level
Customer and Technical Support
PadSplit

PadSplit

PadSplit offers clean, modern furnished rooms for rent at an affordable weekly fee, including utilities, WiFi, laundry access, and 24/7 telemedicine service. They are disrupting the affordable housing industry by creating safe, attractive co-living env...

Family Services
51-250
$35M raised

Description

  • Manage a dedicated portfolio of hosts as the primary contact for support escalations, policy questions, and portfolio performance.
  • Build proactive relationships, conduct performance reviews, reduce churn, and support host portfolio growth.
  • Use performance data to guide pricing, occupancy, listing quality, rejection rates, and platform best practices.
  • Lead new-host activation, including onboarding, expectations setting, pricing guidance, and member-readiness education.
  • Resolve complex host issues and coordinate escalations with member support, trust and safety, payments, and legal teams.
  • Explain platform policies, fee structures, payout mechanics, and operational decisions clearly.
  • Document host interactions and resolutions accurately while identifying systemic issues and improvement opportunities.
  • Advocate for host feedback with product, operations, and leadership teams.
  • Help develop scalable playbooks, talk tracks, response templates, and team best practices.

Requirements

  • 3+ years of experience in account management, customer success, or high-touch client relationships.
  • Experience in real estate, property management, hospitality, or a platform-based marketplace preferred.
  • Ability to develop deep knowledge of PadSplit’s platform, fee structures, and policies.
  • Proven ability to proactively manage a large portfolio of relationships.
  • Comfort using data to communicate performance insights and actionable recommendations.
  • Strong critical thinking and judgment when handling incomplete information and nuanced policy situations.
  • Empathetic, direct communication style and ability to manage difficult conversations.
  • Excellent written and verbal communication skills with diverse audiences.
  • Strong organization, prioritization, and follow-through across high-value and high-risk relationships.
  • Alignment with PadSplit’s affordable-housing mission and enthusiasm for building a new function.

Benefits

  • Fully remote position.
  • Competitive compensation with equity incentive plan and company-wide bonus opportunity.
  • Medical, dental, and vision insurance, plus company-provided life insurance.
  • Optional accident insurance, FSA, and DCFSA benefits.
  • Unlimited PTO and 11 company-observed holidays.
  • 401(k) plan.
  • 12 weeks of paid leave for birth and non-birth parents.

Interested in this position?

Apply directly on the company website

Apply Now

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