Host Support Advocate

Pad Split is a pioneering real estate platform operating in the shared housing industry, committed to providing affordable housing accommodations for low-income earners. We are dedicated to helping solve the affordable housing crisis while leveraging housing as a vehicle for financial empowerment for our members.

Our principles are Care, Show it, Prove it
, and we’ve been proving it through our actions since 2018.

We are on a mission to change the world –
one room at a time
. Join us!

Learn more about Pad Split here.

Pad Split is seeking a dedicated and skilled Host Support Advocate to join our growing team. As a key player in our support structure, you will provide advanced technical assistance and superior customer service to our hosts (the folks who own and manage Pad Splits), ensuring their experience with our platform is seamless and efficient.

We need a people person and creative problem solver who thrives in a fast-paced startup. This isn’t your traditional customer support role - think more of client support, where you’ll get to know and form relationships with many of our hosts. You’ll work on new problems each day and be challenged to think on your feet. The ideal candidates are comfortable working with autonomy, working with hosts, and enjoying continuous learning.

If you want to think creatively, solve challenging problems, and work on a highly collaborative team, this role is for you!

• Responsive Communicator: Provides timely and accurate support to hosts across tickets, email, and phone, addressing a wide range of topics including policies, platform usage, and financial matters.
• Solution-Oriented Advisor: Navigates complex situations with clarity, offering thoughtful options and guiding hosts toward effective resolutions.
• Clear Policy Educator: Helps hosts understand Pad Split’s policies and procedures, while ensuring they feel confident using the platform.
• Trusted Brand Ambassador: Represents Pad Split with professionalism and care, building trust and delivering consistently positive host experiences.
• Informed Troubleshooter: Keeps current on product updates and policy changes to provide relevant, accurate, and helpful guidance.
• Empathetic De-Escalator: Handles sensitive conversations with empathy, directness, and professionalism to mitigate escalations.
• Proactive Problem Identifier: Spots recurring issues and communicates them clearly, offering thoughtful suggestions for improvement when possible.
• Insightful Feedback Looper: Shares host feedback that contributes to product, policy, and service enhancements.
• Standards Champion: Holds hosts accountable to company policies while maintaining a fair, respectful, and solutions-driven tone.
• Collaborative Partner: Works cross-functionally with other teams to resolve host challenges and deliver comprehensive solutions.

• Adaptable and High-Energy: Thrives in fast-paced, ever-changing environments with a positive and resilient attitude.
• Customer-Centric Communicator: Enjoys engaging with people, confidently initiating conversations, and building rapport with new individuals.
• Exceptional Communication: Demonstrates strong verbal and written communication skills, able to convey ideas clearly and professionally.
• Empathetic yet Assertive: Strikes a healthy balance between compassion and confidence when navigating customer interactions.
• Tech-Savvy and Quick Learner: Proficient in using computers and open to learning new tools and technologies with ease.
• Creative Problem Solver: Navigates ambiguity by thinking critically and solving problems, even in the absence of clear guidelines—while remaining aligned with company policies.
• Versatile and Growth-Oriented: Willing and able to learn new skills or fill operational gaps as needed to support team success.
• Proactive Self-Starter: Takes initiative, demonstrates a strong work ethic, and maintains a cooperative and solution-focused approach.

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a…