PadSplit 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 PadSplit here
The Role We Need:
PadSplit is hiring a Host Support Advocate to serve as a critical problem-solver and trusted partner to our hosts as the business scales. This role exists to navigate complex, often ambiguous situations that require thoughtful investigation, sound judgment, and balanced decision-making to ensure fair, accurate, and empathetic outcomes for all parties involved.
The Person We Are Looking For:
We are looking for a resilient, analytical, and empathetic professional who excels in client-facing environments that require strong listening skills and critical thinking. The ideal candidate brings experience from Customer Success, Client Services, Project Management, or a similar field and is comfortable operating as both a problem solver and mediator in emotionally charged or unclear situations.
Here’s What You’ll Do Day-To-Day:
Case Investigation: Gather, assess, and reconcile information from multiple parties to fully understand complex host and member situations.
Host Advocacy: Serve as a knowledgeable and trusted point of contact for hosts navigating policies, financial questions, and operational challenges.
Solution Navigation: Evaluate nuanced scenarios and recommend fair, policy-aligned resolutions rather than one-size-fits-all answers.
Policy Interpretation: Apply PadSplit policies thoughtfully, explaining both the “what” and the “why” in a clear, confident manner.
Conflict De-Escalation: Manage emotionally charged conversations with empathy, composure, and direct communication.
Cross-Functional Coordination: Partner with internal teams to resolve issues that span product, operations, compliance, or payments.
Feedback Analysis: Identify patterns in host concerns and share insights that inform process, policy, or product improvements.
Expectation Setting: Hold firm boundaries while maintaining respect, fairness, and professionalism with internal and external stakeholders.
Here’s What You’ll Need To Be Successful:
Critical Thinking: Ability to analyze incomplete or conflicting information and arrive at sound, defensible decisions.
Investigative Mindset: Comfort digging into details, asking the right questions, and validating multiple perspectives.
Client Services Background: Experience in Customer Success, Project Management, Client Services, or a related field.
Emotional Resilience: Capacity to remain steady, composed, and professional when acting as a point of frustration or escalation.
Empathetic Directness: Skill in balancing compassion with clarity, especially when delivering difficult or unpopular outcomes.
Ambiguity Navigation: Proven success working without clear precedents while staying aligned with company principles and policies.
Strong Communication: Clear, confident written and verbal communication tailored to diverse audiences and situations.
Detail Orientation: High attention to accuracy, documentation, and follow-through in high-stakes support scenarios.
Compensation, Benefits, and Perks:
Fully remote position - we swear!
Competitive compensation package including an equity incentive plan
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
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 screen with a member of the PeopleOps team for about thirty (30) minutes.
If warranted, the next step would be a video interview with our Host Support Team Lead at PadSplit for one (1) hour. For this interview, the candidate would execute a live writing assessment.
If warranted, the next step would be a video interview with our Host Support Manager for thirty (30) minutes. For this interview, we will assess your overall fit with a set of logical questions.
If warranted, then we move to offer!
