Host Support Advocate

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! Notice to Applicants: PadSplit participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas. PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.