Tier 2 Member Support Agent

Role Overview

Tier 2 Member Support Agent (Escalations Team)

As a senior member of PadSplit’s Customer Experience (CX) organization, you will handle more complex and escalated member inquiries that require advanced expertise, critical thinking, and high-quality customer service.

Responsibilities

• Serve as the main escalation point for complex member support issues.
• Manage end-to-end resolution of complex cases (e.g., policy-related inquiries, financial disputes, platform issues, membership matters).
• Ensure issues are resolved promptly and satisfactorily, taking ownership from start to finish.
• Represent PadSplit with empathy, professionalism, and efficiency in every interaction.
• Propose and help develop innovative solutions that balance member needs with company policies.
• Educate and assist members on PadSplit’s platform, policies, and product offerings.
• Maintain in-depth knowledge of PadSplit web and mobile products, processes, and policies.
• Identify recurring issues and trends, and provide insights for process/policy improvements.
• Act as the voice of the customer by advocating for member needs and improving CX operations.
• Collaborate with teams such as Product, Operations, and Host Support to ensure a seamless member experience.
• Take ownership of special projects within the Customer Experience team to improve processes and operational efficiency.

Requirements

• Ability to work in a fast-paced, shifting-priority environment.
• Stay composed under pressure while handling complex member interactions.
• Strong verbal and written communication skills.
• Ability to break down complex topics and explain them clearly, concisely, and empathetically.
• Strong problem-solving: analyze information, investigate issues, and resolve complex concerns.
• Creativity in developing solutions while adhering to member needs and company policies.
• Genuine passion for helping others and improving the member experience.

Nice to Have

• Not specified in the provided text.