Manager, Member Support

Summary

Join PadSplit as their Manager of Tier 1 Member Support, leading their customer support team and scaling systems to serve a growing customer base. Reporting to the Director of CX Support, you will oversee team leads and agents, manage a call center partner, and own the operational strategy for providing efficient and empathetic support. This role requires building support systems from the ground up, using data to drive change, and leading a remote team. Success in this position hinges on strategic thinking, hands-on execution, and a customer-centric approach. You will be responsible for leading and growing the Tier 1 team, building and refining support systems, developing and executing the operating model, managing a BPO partner relationship, using data to drive performance, translating company priorities into action, partnering across teams, and leading through ambiguity and change. The ideal candidate possesses strong leadership experience, strategic thinking, detail orientation, process-building skills, data fluency, a customer-centric approach, excellent communication, adaptability, and mission alignment.

Requirements

• Leadership Experience: 5-7+ years work experience with 2-3 of those years managing small to mid-size teams
• You’re confident in guiding direct reports through the performance lifecycle and designing methods for monitoring individual contributors’ performance and quality of work
• Strategic Thinking & Execution: Comfort developing long-term solutions while handling immediate operational needs; able to balance zooming out with rolling up sleeves
• Roll-up your sleeves attitude: Comfort building yourself – whether it’s a training, macro, quick data analysis – you don’t shy away from doing the work
• Detail Orientation: You notice the small things—typos in macros, gaps in a workflow, inconsistencies in training—and know which details matter
• Process Builder: Experience designing scalable workflows, training, and tooling; comfortable testing and iterating on new ideas quickly
• Data Fluency: Confident working with data to inform decisions—running quick analyses, spotting trends, and building lightweight dashboards without needing an analyst
• You understand core support metrics, know how to improve data capture, and use insights to shape priorities, tooling, and policy
• Customer-Centric Approach: Deep empathy for the Member experience, and a belief that support is a key driver of trust, loyalty, and reputation
• You understand how customer insights can drive cross functional change
• Communication Skills: Exceptional written and verbal skills; able to drive clarity, rally teams, and connect with stakeholders across the company
• Adaptability: Comfortable navigating fast growth, shifting priorities, and minimal structure
• Mission Alignment: Deep belief in PadSplit’s vision to solve the affordable housing crisis, and excitement to use support as a vehicle for impact

Responsibilities

• Lead and grow the Tier 1 Member Support team, managing Team Leads and supporting a distributed team of frontline agents who respond to thousands of Member inquiries each week
• Set performance expectations, coach people managers, and help define the next phase of our support org
• Build and refine core support systems and processes —from rewriting entire protocols and escalation paths to redesigning workflows in our support tools (e.g. Zendesk)
• Identify friction points and drive improvements that increase efficiency and improve the Member experience
• Develop and execute the operating model for Tier 1, including how we staff, forecast volume, and design shift structures to support a 7-day service window
• Help make sure we’re resourced appropriately and structured to scale
• Manage and evolve our BPO partner relationship, ensuring alignment on goals, quality standards, and customer experience expectations
• Help manage accountability, lead joint reviews, and help lead the strategy on our work with BPOs long-term
• Use data to drive team performance and decision-making
• Monitor dashboards, run ad hoc analyses, and proactively surface trends—whether it’s repeat contacts, handle time variances, or quality gaps
• Know when metrics need to improve and how to build the plan to get there
• Translate company and product priorities into action at the front line
• When a new policy or product change rolls out, you’ll lead the charge on enablement—training Team Leads, creating clear documentation, and making sure the team is prepared to execute with consistency
• Partner across teams —to share feedback from the front lines and influence changes that reduce volume, improve outcomes, or increase Member trust
• Lead through ambiguity and change, providing structure, empathy, and clarity when things shift quickly
• Serve as a steadying force for your team and help maintain a culture of ownership, resilience, and impact

Benefits

• Fully remote position
• Competitive compensation package including an equity incentive plan
• $90,000 - $105,000 a year
• 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