Member Support Advocate

Summary

Join PadSplit's Customer Experience team as a senior member of the escalations team! Handle complex customer inquiries, requiring strong problem-solving and communication skills. You will develop creative solutions, serve as the face of PadSplit, and maintain up-to-date knowledge of products and policies. Collaborate with other departments, identify common issues, and provide feedback to improve processes. This role offers opportunities to contribute to a positive member experience and work on special projects. The ideal candidate is a highly adaptable, collaborative team player with exceptional communication and problem-solving skills.

Requirements

• High energy and ability to adapt to change in a fast-paced environment
• Strong verbal and written communication skills
• Excellent time management and organizational skills
• Critical thinker with the ability to solve complex problems
• Energized by customer interactions and speaking to new people
• Ability to balance empathy with being firm
• Strong computer skills, tech savviness, and ability to quickly learn new technology
• Able to learn new things and plug gaps to make things work
• Team player with a “can-do,” collaborative attitude
• Possess a strong sense of intellectual curiosity

Responsibilities

• Deliver exceptional customer service to Members by resolving complex customer support escalations
• Develop creative solutions to unique customer challenges
• Serve as the “face” of PadSplit to Members and help resolve their challenges with empathy and improve their Member experience
• Maintain up-to-date knowledge of our web products and policies, which are constantly evolving as we grow
• Assist and educate Members on our platform and product offerings
• Identify common problems and escalate them, along with possible suggestions for improvement, wherever possible
• Serve as a voice of the customer and provide feedback on the customer experience
• Opportunities to own other special projects on the Customer Experience team

Benefits

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