Host Support Advocate - El Paso - PadSplit

Description

Host Support Advocate

PadSplit is a pioneering real estate platform operating in the shared housing industry, committed to providing affordable housing accommodations for low-income earners. We are dedicated to helping solve the affordable housing crisis while leveraging housing as a vehicle for financial empowerment for our members. Our principles are Care, Show it, Prove it, and we've been proving it through our actions since 2018. We are on a mission to change the world one room at a time.

PadSplit is seeking a dedicated and skilled Host Support Advocate to join our growing team. As a key player in our support structure, you will provide advanced technical assistance and superior customer service to our hosts (the folks who own and manage PadSplits), ensuring their experience with our platform is seamless and efficient.

The ideal candidates are comfortable working with autonomy, working with hosts, and enjoying continuous learning. If you want to think creatively, solve challenging problems, and work on a highly collaborative team, this role is for you

Here's What You'll Do Day-To-Day:

Responsive Communicator: Provides timely and accurate support to hosts across tickets, email, and phone, addressing a wide range of topics including policies, platform usage, and financial matters.

Solution-Oriented Advisor: Navigates complex situations with clarity, offering thoughtful options and guiding hosts toward effective resolutions.

Clear Policy Educator: Helps hosts understand PadSplit's policies and procedures, while ensuring they feel confident using the platform.

Trusted Brand Ambassador: Represents PadSplit with professionalism and care, building trust and delivering consistently positive host experiences.

Informed Troubleshooter: Keeps current on product updates and policy changes to provide relevant, accurate, and helpful guidance.

Empathetic De-Escalator: Handles sensitive conversations with empathy, directness, and professionalism to mitigate escalations.

Proactive Problem Identifier: Spots recurring issues and communicates them clearly, offering thoughtful suggestions for improvement when possible.

Insightful Feedback Looper: Shares host feedback that contributes to product, policy, and service enhancements.

Standards Champion: Holds hosts accountable to company policies while maintaining a fair, respectful, and solutions-driven tone.

Collaborative Partner: Works cross-functionally with other teams to resolve host challenges and deliver comprehensive solutions.

Here's What You'll Need To Be Successful:

Adaptable and High-Energy: Thrives in fast-paced, ever-changing environments with a positive and resilient attitude.

Customer-Centric Communicator: Enjoys engaging with people, confidently initiating conversations, and building rapport with new individuals.

Exceptional Communication: Demonstrates strong verbal and written communication skills, able to convey ideas clearly and professionally.

Empathetic yet Assertive: Strikes a healthy balance between compassion and confidence when navigating customer interactions.

Tech-Savvy and Quick Learner: Proficient in using computers and open to learning new tools and technologies with ease.

Creative Problem Solver: Navigates ambiguity by thinking critically and solving problems, even in the absence of clear guidelineswhile remaining aligned with company policies.

Versatile and Growth-Oriented: Willing and able to learn new skills or fill operational gaps as needed to support team success.

Proactive Self-Starter: Takes initiative, demonstrates a strong work ethic, and maintains a cooperative and solution-focused approach.

The Interview Process:

Your application will be reviewed for possible next steps by the Hiring Manager.

If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.

If warranted, the next step would be a video interview with our Host Support Team Lead at PadSplit for one (1) hour. For this interview, the candidate would execute a live writing assessment.

If warranted, the next step would be a video interview with our Host Support Manager for thirty (30) minutes. For this interview, we will assess your overall fit with a set of logical questions.

If warranted, then we move to offer

Compensation, Benefits, and Perks:

Fully remote position - we swear

Competitive compensation package including an equity incentive plan

National medical, dental, and vision healthcare plans

Company provided life insurance policy

Optional accidental insurances, FSA, and DCFSA benefits

Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays

401(k) plan

Twelve (12) weeks of paid time off for both birth and non-birth parents

The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis

$50,000 - $55,000 a year

Compensation is based on the role's scope, national market benchmarks, the person's expertise and experience, and the impact of their contributions to our business goals.

Notice to Applicants: PadSplit participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas. PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.