---
title: 'Tier 1 - Support Agent at PadSplit'
canonical: 'https://feeny.ai/job/tier-1-support-agent-padsplit-philippines-qw44z9jf2zgy'
type: 'job'
last_seen: '2026-10-18'
---

# Tier 1 - Support Agent at PadSplit

- **Company:** PadSplit
- **Location:** Philippines
- **Compensation:** $10k
- **Employment:** contract
- **Work type:** remote
- **Posted:** 2026-07-24
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.lever.co/padsplit/de09b698-37d6-4cd1-915c-1b817a3dad77

## Job description

Are you ready to dive into the world of a fast-paced tech startup? Are you ready to change the world? At PadSplit we're disrupting the affordable housing industry by creating safe, attractive, and respectable co-living environments. If you're motivated by the conviction that working people should have a decent place to live, and want to do something about it, come join us!

At PadSplit, our purpose is to solve our affordable housing crisis one room at a time while leveraging housing as a vehicle for financial independence. Our principles are Care, Show it, Prove it. We live out our principles by embodying our values: Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self-Awareness, and Compassionate Directness.

Learn more about PadSplit here

The Role We Need:

We are seeking a Support Agent who is detail-oriented, hard-working, and a natural problem solver with a positive attitude. You will embrace a variety of responsibilities with enthusiasm and contribute to our unique company culture while upholding our core principles and values. As part of our Customer Experience Team, you will collaborate with a dynamic group of agents to deliver exceptional, five-star support to PadSplit members.

The Person We Are Looking For:

The ideal candidate is adaptable, empathetic, and a strong communicator. You thrive in fast-paced environments, are quick to learn new systems and processes, and are passionate about providing outstanding customer service. You have a knack for multitasking, possess excellent organizational skills, and approach challenges with a can-do attitude. Your ability to remain calm under pressure and your commitment to excellence make you a perfect fit for our team.

Here’s What You’ll Do Day-To-Day:

- Omnichannel First-Level Support: Serve as the frontline point of contact for PadSplit Members across inbound calls and email tickets.
- Co-Living & Operations Troubleshooting: Troubleshoot and resolve issues related to membership, billing, and property inquiries.
- Documentation & Triage Escalations: Maintain detailed, accurate case logs in the CRM system (e.g., Zendesk); efficiently triage and escalate complex issues to Tier 2 Support, Trust & Safety (for housemate disputes), or Property Operations/Host Relations.
- SLA Adherence & Service Excellence: Ensure high-quality, timely resolutions that align with key performance metrics—such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
- De-escalation & Empathetic Communication: Deliver compassionate, calm, and professional support during sensitive or high-stress situations, utilizing strong active listening and de-escalation techniques when dealing with financial stress or co-living friction.
- Platform & Policy Fluency:  Continuously build working knowledge of PadSplit's evolving software features, Member Terms of Service, house rules, and regional occupancy/housing guidelines to provide consistent, compliant guidance.
- Process Improvement & Knowledge Sharing: Actively flag recurring member pain points and contribute actionable suggestions to update help center macros, Standard Operating Procedures (SOPs), and internal knowledge base articles.

Here’s What You’ll Need To Be Successful:

- 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

## About PadSplit

## Company Overview
- **One-liner**: PadSplit is the largest coliving marketplace in the U.S., connecting renters seeking affordable housing with furnished rooms in shared residential properties.
- **Entity Type**: Private (Series B, total funding $35.2M)
- **Headquarters**: Atlanta, Georgia, United States
- **Founded**: 2017
- **Founders**: Atticus LeBlanc

## Core Business
- **Primary industry**: Real Estate / Coliving / Affordable Housing
- **Target customers**: Essential workers, students, and anyone navigating the traditional rental market (B2C); property owners and investors looking to maximize rental income (B2B)
- **Mission or purpose**: “Provide accessible and affordable housing solutions that empower our members financially” and “address the affordable housing crisis.”

## Products & Services
- **[PadSplit Marketplace]**: An online platform that lists thousands of furnished, private rooms in shared homes. Renters can book all-inclusive weekly payments covering rent, utilities, Wi-Fi, furniture, and Teladoc. No long-term leases, minimum credit scores, or security deposits required. Move-in typically within 48 hours.
- **[Host Platform]**: A turnkey solution for property owners to convert underutilized spaces into managed coliving units, generating higher returns while reducing vacancy risk. Includes marketing, tenant screening, rent collection, and maintenance support.
- **[Referral & Vendor Network]**: A referral program for residents and a vendor network for hosts to access services like cleaning or repairs.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Annual Revenue: $1.5M (as of latest data); Total Funding: $35.2M (across Seed, Pre-Seed, Series A, Series B, and Debt Financing)
- **Notable Investors/Partners**: Techstars (led Pre-Seed), Core Innovation Capital (led Series A), and other investors from 6 funding rounds. Partners include vendors and housing providers.
- **Growth Signals**: 141 employees (+11.7% YoY), 40,834 LinkedIn followers (+81.3% yearly), fully distributed remote team, active hiring across multiple roles (e.g., VP Data & AI Strategy, Product Manager, Account Executive). Described as “the largest coliving marketplace in the U.S.”

## Competitive Advantages
- **Marketplace network effects**: Large, growing inventory of rooms across the U.S. attracts both renters and hosts, creating a self-reinforcing platform.
- **Removal of traditional barriers**: No credit check, no security deposit, no long-term lease – removes friction for low-income essential workers.
- **All-inclusive, flexible model**: Weekly payments cover everything; move-in within 48 hours. Fast and easy for renters.
- **Host economics**: Higher returns than traditional rentals due to per-room monetization and reduced vacancy.
- **Social impact focus**: Strong brand alignment with affordable housing crisis, attracting mission-driven employees and partners.

## Strategic Focus
- **Scale the coliving marketplace**: Continue expanding inventory of rooms across more U.S. markets.
- **Deepen data & AI capabilities**: Recent hiring of a VP of Data & AI Strategy suggests investment in matching algorithms, pricing optimization, and operational efficiency.
- **Enhance financial empowerment**: Empowering residents to save money and build credit through on-time payment reporting.
- **Expand social impact**: Publish annual social impact reports to demonstrate community outcomes and attract impact investors.

## Why Work Here
- **Remote-first culture**: “We’re a fully distributed team, and there’s no need to commute to an office because we don’t have one.” (Work from anywhere in the U.S.)
- **Flexible time off**: “Be reasonable” vacation policy; encouragement to take time off to prevent burnout.
- **Comprehensive benefits**: Medical, dental, and life insurance (portion of premium covered for full-time employees); 12 weeks paid parental leave with ramp-up/ramp-down program.
- **Competitive compensation**: Mix of long- and short-term incentives, sharing company success with employees.
- **Cultural interview process**: Candidates solve real business problems (case study), meet hiring manager and future peers, and are evaluated on values like “compassionate directness,” “high integrity,” and “empathy.”
- **Employee ratings**: 3.8/5 on LinkedIn (44 reviews) with work-life balance 4.2, culture 4.2, compensation 4.0, career 3.9.
- **Mission-driven**: Work directly on solving the affordable housing crisis; team is passionate about social impact.

## Sources
1. [padsplit.com (Careers)](https://www.padsplit.com/careers/)
2. [padsplit.com (Homepage)](https://www.padsplit.com/)
3. [linkedin.com/company/padsplit](https://www.linkedin.com/company/padsplit)
4. [padsplit.com (Our Story)](https://www.padsplit.com/ourstory)
5. [cbinsights.com/company/padsplit](https://www.cbinsights.com/company/padsplit)

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