padsplit - Tier 1 - Support Agent

• 3+ Years of High-Volume Customer Care: A proven track record of 3+ years in customer service (preferably within a fast-paced contact center or remote tech support environment), with experience managing high call volumes, concurrent ticket queues, and live chats. • PropTech, Housing, or Marketplace Experience: Prior background in tech-enabled customer support, real estate, property management, co-living, or hospitality—giving you a strong baseline understanding of move-in dynamics, lease agreements, and resident care. • Customer Support Stack & CRM Proficiency: Hands-on experience navigating omnichannel support platforms (e.g., Zendesk, Intercom, Salesforce) and cloud phone systems (VoIP), paired with the ability to look up knowledge base articles and document notes while actively on calls. • Empathetic & Clear Communication: Exceptional written and verbal skills, with a talent for de-escalating tense conversations, practicing active listening, and translating complex billing or app/access troubleshooting into simple, easy-to-follow steps. • Tech Literacy & Google Workspace: Intermediate-to-advanced digital skills, including comfort with multi-tab workflows, fast typing speed, and fluency in Google Suite (Gmail, Google Sheets, Google Docs, and Google Meet). • Strict SOP Adherence & Detail Orientation: Demonstrated ability to follow Standard Operating Procedures (SOPs), security protocols, and policy guidelines precisely—ensuring accurate account updates and protecting member privacy. • Resourceful Problem Solving: Strong analytical and critical-thinking skills to quickly diagnose root causes—such as digital key access failures, auto-pay errors, or account hold issues—and resolve them efficiently on the first contact. • Schedule Flexibility for 24/7 Operations: Willingness and capability to work flexible shifts, including evenings, weekends, and holidays, to ensure uninterrupted coverage for members across different time zones. • High Accountability & Attendance: Exemplary attendance, punctuality, and self-discipline required to thrive in a remote or hybrid team setting where reliability directly impacts the member experience. • ## 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 interview with a member of the PeopleOps team for about thirty (30) minutes. • If warranted, the next step would be a back-to-back video interview with the CX Team Leads & Manager for 1 hour and 15 minutes. For this interview, a candidate will perform a live mock ticket assessment and mock call simulation. • If warranted, then we move to contract! • Job Type: Full-time Independent Contractor