Tier 2 Host Support Advocate

Summary

Join PadSplit's growing team as a Tier 2 Host Support Advocate! In this role, you will provide advanced technical assistance and exceptional customer service to hosts, ensuring a seamless platform experience. You'll be a key player in our support structure, addressing inquiries via email and phone, resolving complex issues, and acting as a PadSplit ambassador. This position requires strong communication, problem-solving, and technical skills, along with the ability to work autonomously and collaboratively. You'll be challenged to think creatively, solve problems, and continuously learn in a fast-paced startup environment. We are looking for a people person who thrives in a dynamic setting and is passionate about providing outstanding customer support.

Requirements

• High energy and adeptness at adjusting to rapid changes in a dynamic environment
• Strong verbal and written communication skills
• Proficiency in managing time effectively and possessing strong organizational skills
• A critical thinker possesses the capability to effectively tackle intricate problems
• Enthusiastic in engaging with customers and conversing with new individuals
• Ability to balance empathy with assertiveness
• Ability to effectively use computers, being adept with technology, and having a knack for learning new technological tools
• Capable of acquiring new skills and filling gaps to ensure functionality
• Self-starter
• Consistently shows initiative and a cooperative attitude

Responsibilities

• Provide outstanding customer service to hosts by promptly addressing inquiries through email and phone
• When faced with intricate scenarios, inform Hosts about their choices and assist in achieving a resolution
• Serve as the ambassador of PadSplit to this crucial customer group, ensuring they receive a stellar experience and fostering trust with PadSplit
• Stay informed about our web product and policies, which continually evolve as we expand. Utilize this knowledge to troubleshoot issues for hosts and provide guidance on
• Mitigate escalations by demonstrating empathy, communicating directly, and maintaining a professional demeanor
• Identify frequently encountered issues and promptly elevate them, accompanied by viable recommendations for enhancement whenever feasible
• Share host feedback to enhance the quality of products and services
• Hold Hosts accountable to the standards and policies set forth by PadSplit
• Work closely with colleagues from various teams and departments within PadSplit to address challenges faced by hosts and provide comprehensive solutions

Benefits

• $50,000 - $55,000 a year
• Job Type: Full-time