Role Description 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 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. Qualifications - 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. 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! Compensation $9,600 - $9,600 a year. Compensation is based on the role's scope, national market benchmarks, the person's expertise and experience, and the impact of their contributions to our business goals. Job Type: Full-time Independent Contractor We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

• You will support German- and English-speaking Platinum customers by phone. • You will answer questions about internet, mobile, TV, roaming and billing. • You will analyze customer issues and independently find appropriate solutions. • You will take ownership of the entire case without transferring the customer unnecessarily. • You will identify additional needs and recommend suitable products or services. • You will work with multiple internal systems and document your customer contacts carefully. • For complex cases you will receive direct support from experienced technical contacts. • The position consists exclusively of inbound calls.

• Respond to resident inquiries through phone, email, text, and AppFolio. • Provide timely updates regarding maintenance requests, renewals, move-ins, and account questions. • Follow up with residents until concerns are resolved. • Document all resident interactions in AppFolio. • Serve as the dedicated operational support for assigned portfolios. • Assist Property Managers with administrative responsibilities. • Monitor daily portfolio tasks and ensure timely completion. • Coordinate with onsite teams to resolve resident concerns. • Monitor upcoming move-ins. • Review resident ledgers before move-in. • Verify lease completion and required documentation. • Track upcoming lease expirations. • Conduct renewal outreach. • Review delinquency reports. • Track payment promises. • Monitor assigned work orders. • Provide residents with maintenance status updates. • Maintain accurate AppFolio notes. • Update resident records.

Role Description Are you someone who is known to be motivated enough to not just change the world, but build a better one? Well, this might be the perfect opportunity for you. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. - Resolve customer complaints via phone, email, mail, or social media. - Use telephones to reach out to customers and verify account information. - Greet customers warmly and ascertain the problem or reason for calling. - Cancel or upgrade accounts. - Assist with placement of orders, refunds, or exchanges. - Advise on company information. - Take payment information and other pertinent information such as addresses and phone numbers. - Place or cancel orders. - Answer questions about warranties or terms of sale. - Act as the company's gatekeeper. - Suggest solutions when a product malfunctions. - Handle product recalls. - Attempt to persuade the customer to reconsider the cancellation. - Inform customers of deals and promotions. - Sell products and services. - Utilize computer technology to handle high call volumes. - Work with the customer service manager to ensure proper customer service is being delivered. - Close out or open call records. - Compile reports on overall customer satisfaction. - Read from scripts. - Handle changes in policies or renewals. - Follow communication procedures, guidelines, and policies. - Take the extra mile to engage customers. Qualifications - Proven customer support experience or experience as a client service representative. - Track record of over-achieving quotas. - Strong phone contact handling skills and active listening. - Familiarity with CRM systems and practices. - Customer orientation and ability to adapt/respond to different types of characters. - Excellent communication and presentation skills. - Ability to multitask, prioritize, and manage time effectively. - High school diploma. Company Description Our CDN company is dedicated to providing A-grade services with their bandwidth pricing starting at 5 cents per GB. To move in, the clients don't have to make any commitments, sign any contracts, or pay for the setup. Currently, we are proudly serving 2000+ clients that consist of OTT, IPTV, ad agencies, gamers, government agencies, NGOs, and major TV channels. - Customers are enabled to access any of our 1200+ PoPs located across the globe. - Our integrated multi-CDN network allows you to connect to end users with minimum latency limited to the peering relationships of our partners. - The advanced, next-generation-centric services and network infrastructure not only help you to connect to your end-users within their ISPs themselves but also ensures fast, secure, and affordable content delivery.