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Host Support Advocate

3 weeks, 3 days ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
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
View All Jobs 14

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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