Host Support Advocate

1 month, 2 weeks ago
Full-time
Junior
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

  • Gather, assess, and reconcile information from multiple parties to understand complex host and member situations.
  • Serve as a trusted point of contact for hosts navigating policies, financial questions, and operational challenges.
  • Evaluate nuanced scenarios and recommend fair, policy-aligned resolutions.
  • Interpret and explain PadSplit policies clearly, including both the reasoning and the outcome.
  • Manage emotionally charged conversations with empathy, composure, and direct communication.
  • Partner with internal teams to resolve issues involving product, operations, compliance, or payments.
  • Identify patterns in host concerns and share insights to improve processes, policies, or product decisions.
  • Set and maintain firm boundaries while preserving respect, fairness, and professionalism.
  • Support high-stakes cases with accurate documentation and strong follow-through.

Requirements

  • Experience in Customer Success, Client Services, Project Management, or a related client-facing field.
  • Ability to analyze incomplete or conflicting information and make sound, defensible decisions.
  • Comfort investigating details, asking the right questions, and validating multiple perspectives.
  • Capacity to remain calm, composed, and professional during escalations or frustration.
  • Skill in balancing empathy with clarity when delivering difficult or unpopular outcomes.
  • Proven ability to work in ambiguous situations without clear precedents while staying aligned to policies and principles.
  • Strong written and verbal communication skills tailored to different audiences.
  • High attention to detail, accuracy, documentation, and follow-through.
  • Authorized to work in the United States; PadSplit does not sponsor visas.

Benefits

  • Fully remote position.
  • Competitive compensation of $55,000-$60,000 per year.
  • Equity incentive plan.
  • National medical, dental, and vision healthcare plans.
  • Company-provided life insurance.
  • Optional accidental insurance, FSA, and DCFSA benefits.
  • Unlimited PTO plus eleven company-observed holidays.
  • 401(k) plan.
  • Twelve weeks of paid time off for both birth and non-birth parents.

Interested in this position?

Apply directly on the company website

Apply Now

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