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Tier 1 - Support Agent

2 weeks, 3 days ago
Philippines
Contract
Junior
Customer Support
Customer and Technical Support
CRM Salesforce
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 16

Description

  • Serve as the first point of contact for PadSplit members via inbound calls and email tickets.
  • Troubleshoot and resolve issues related to membership, billing, and property inquiries.
  • Maintain accurate case notes and logs in the CRM system.
  • Triage and escalate complex issues to the appropriate internal teams.
  • Deliver calm, compassionate, and professional support in sensitive situations.
  • Use active listening and de-escalation techniques to handle member concerns.
  • Build fluency in PadSplit’s software, policies, house rules, and housing guidelines.
  • Identify recurring member issues and contribute to help center and SOP improvements.
  • Support service quality targets such as First Contact Resolution, Average Handle Time, and Customer Satisfaction.

Requirements

  • 3+ years of customer service experience, preferably in a fast-paced contact center or remote tech support environment.
  • Experience handling high call volumes, concurrent ticket queues, and live chats.
  • Background in PropTech, housing, real estate, property management, co-living, or hospitality is preferred.
  • Experience with omnichannel support tools such as Zendesk, Intercom, or Salesforce, plus VoIP systems.
  • Strong written and verbal communication skills with the ability to de-escalate tense conversations.
  • Intermediate-to-advanced digital skills, including Google Workspace, multi-tab workflows, and fast typing.
  • Ability to follow SOPs, security protocols, and policy guidelines precisely.
  • Strong analytical and problem-solving skills to diagnose and resolve issues quickly.
  • Willingness to work flexible shifts, including evenings, weekends, and holidays.
  • Excellent attendance, punctuality, and self-discipline in a remote or hybrid environment.

Benefits

  • Full-time independent contractor role.
  • Opportunity to work in a remote or hybrid team setting.
  • Coverage for members across different time zones.
  • Structured interview process with a live mock ticket assessment and mock call simulation.

Interested in this position?

Apply directly on the company website

Apply Now

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