Remote opportunity at
PadSplitTier 1 - Support Agent
PadSplit is a tech startup focused on tackling the affordable housing crisis and promoting financial independence by establishing co-living spaces. The company is currently hiring a…
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About This Role
PadSplit is a tech startup focused on tackling the affordable housing crisis and promoting financial independence by establishing co-living spaces. The company is currently hiring a Tier 1 - Support Agent to join its Customer Experience Team on an independent contractor basis. In this remote position, you will act as the primary contact for PadSplit members, helping them navigate membership, billing, and property inquiries through inbound calls and email tickets.…
Job Description
PadSplit is a tech startup focused on tackling the affordable housing crisis and promoting financial independence by establishing co-living spaces. The company is currently hiring a Tier 1 - Support Agent to join its Customer Experience Team on an independent contractor basis.
In this remote position, you will act as the primary contact for PadSplit members, helping them navigate membership, billing, and property inquiries through inbound calls and email tickets. The role is well-suited for someone who possesses strong organizational abilities, a positive mindset, and the capacity to multitask effectively in a fast-paced environment.
Daily duties include diagnosing and troubleshooting operational issues, logging detailed case notes in customer relationship management software like Zendesk, and triaging complex matters to Tier 2 support or other specialized teams. You will also manage service metrics such as First Contact Resolution and Customer Satisfaction while adhering to company policies and standard operating procedures.
Candidates must be comfortable navigating omnichannel support platforms, managing high call volumes, and working flexible schedules that may include evenings, weekends, and holidays to maintain continuous member coverage.
Responsibilities
- Serve as the frontline contact for members via inbound calls and email tickets
- Troubleshoot issues related to membership, billing, and property inquiries
- Maintain accurate case logs in CRM software like Zendesk
- Triage and escalate complex problems to appropriate departments such as Tier 2 Support or Property Operations
- Meet performance metrics including First Contact Resolution, Average Handle Time, and Customer Satisfaction
- Deliver calm and professional support during sensitive or high-stress situations
- Provide guidance on platform features, member terms of service, and housing guidelines
- Contribute feedback to update help center macros and knowledge base articles
Requirements
- Minimum of 3 years of experience in high-volume customer care, contact centers, or remote tech support
- Experience using omnichannel support platforms and VoIP cloud phone systems
- Proficiency with Google Workspace and multi-tab digital workflows
- Willingness to work flexible shifts including evenings, weekends, and holidays
- Strong verbal and written communication skills for de-escalating tense conversations
Qualifications
- Prior background in PropTech, real estate, property management, co-living, hospitality, or tech-enabled customer support
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that the role can be performed in a remote setting.
What is the employment type?
The position is a full-time independent contractor role.
What is the salary for this role?
The posting states a salary of USD 9,600 per year.
What experience is required to apply?
Applicants must have 3 or more years of experience in high-volume customer care, preferably within a fast-paced contact center or remote tech support environment.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.