Senior Member Support Advocate (Remote) at PadSplit

The Role We Need:

The CX Tier 2 Member Support Advocate is a senior role within Customer Experience, supporting Members through complex and escalated issues. This position requires strong judgment, exceptional communication skills, and the ability to navigate emotionally charged situations with empathy and confidence. Tier 2 Advocates don’t just resolve issues — they investigate deeply, own outcomes end-to-end, and help improve how we support Members at scale. This role is ideal for someone who thrives in fast-moving environments, adapts quickly to change, and wants to grow their impact within CX.

Here’s What You’ll Do Day-To-Day:

• Own complex Member escalations end-to-end, serving as the go-to resource for high-impact issues that require deep investigation and sound judgment
• Manage inbound Member calls with care and empathy, turning challenging situations into positive experiences through strong de-escalation skills
• Drive each case from beginning to end, ensuring every resolution is fair, well-documented, and completed efficiently
• Deliver clear, concise, and professional communication across all channels—phone, email, and internal tools
• Conduct thorough investigations and develop thoughtful, policy-aligned solutions to resolve Member issues
• Clearly explain decisions and policies, helping Members understand outcomes and building trust along the way
• Stay well-versed in PadSplit’s products, tools, and policies to provide accurate and confident support
• Spot trends and recurring issues, sharing insights to help refine and improve support processes
• Serve as a strong advocate for Members, making fair decisions that align with both their needs and company policies
• Work closely with Product, Operations, Host Support, and other teams to deliver seamless Member experiences
• Participate in special projects aimed at enhancing quality, efficiency, and overall Member experience

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

• Exceptional verbal and written communication skills, with the ability to navigate high-emotion situations with clarity and professionalism
• Proven experience managing escalated or complex customer issues with sound judgment and professionalism
• Strong problem-solving and investigative skills, with the ability to analyze issues thoroughly and identify effective solutions
• Ability to remain calm, empathetic, and professional when navigating high-pressure or sensitive situations
• High attention to detail and a strong sense of ownership over cases from start to finish
• Ability to balance empathy with adherence to policy, setting clear boundaries while maintaining a positive Member experience
• Ability to adjust quickly to changing priorities while maintaining high-quality outcomes
• Receptive to feedback and committed to refining skills and processes for better outcomes
• Brings a solutions-oriented mindset, working collaboratively to get things done and support team goals

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
• Equity Options
• Company provided work equipment
• 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