Director of Customer Experience - Strategy and Operations

March 6

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PadSplit

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PadSplit is a platform that focuses on affordable co-living solutions, allowing individuals to rent private rooms in shared homes across various cities in the United States. By offering flexible stays with trusted identity and screening measures, it aims to create a safe and homey environment for its members. PadSplit markets itself as a more affordable option compared to other room rental services and helps members save money and build credit. The company also provides an opportunity for property owners to earn and make a positive impact in their communities by hosting rooms. PadSplit is recognized for its innovative technology and affordable housing solutions.

Affordable Housing • Real Estate • Property Mangement • Co-Living

51 - 200 employees

Founded 2017

🏠 Real Estate

👥 B2C

🏪 Marketplace

💰 $20.5M Series B on 2021-11

📋 Description

• PadSplit is looking for a Director of Support to lead and scale our support operation, serving both Members and Hosts as we work to solve the affordable housing crisis. • You will manage core operations and strategy of PadSplit’s Customer Support function, ensuring a seamless, high quality support experience for 15,000+ customers in a high growth environment. • You’ll need to think strategically, build from scratch, and ensure our support operations run smoothly while also surfacing insights that shape our product, policies, and customer experience. • You’ll mentor a growing team of managers, drive operational excellence, and ensure that support at PadSplit is not just about resolving tickets—it’s about shaping a better experience for our customers overall. • You are a dynamic and strategic leader with experience managing and scaling a mid-size customer support org in a fast-paced, high-growth environment. • Beyond running a strong customer support function, you see the bigger picture: support is a key driver of business insights. • You know how to transform customer feedback into actionable improvements in product, policy, and process. • You’ll oversee both Host and Member Support verticals, managing an org of ~50 people.

🎯 Requirements

• Leadership Experience: Proven experience managing and mentoring people managers, including developing new leaders and fostering a strong, cohesive team. • Strategic Thinking and Execution: Ability to develop and implement long-term strategies while being hands-on and tactical to ensure immediate operational needs are met. • Customer-Centric Approach: Deep commitment to delivering exceptional customer service, with experience managing support functions for both end-users and business clients. • Strong Communication Skills: Excellent verbal and written communication skills to collaborate across teams, address escalations, and advocate for customer needs with internal stakeholders. • Cross-Functional Collaboration: Experience working with Legal, Product, Payments, and Sales teams to address complex issues and implement solutions that balance customer needs and business goals. • Data-Driven Decision Making: Proficiency in analyzing support metrics, tracking KPIs, and using data to identify trends and drive continuous improvement in support processes. • Conflict Resolution Skills: Expertise in handling escalations and resolving sensitive or high-priority cases with empathy, professionalism, and adherence to company policies. • Process Improvement Expertise: Track record of enhancing support workflows, systems, and tools to improve efficiency and customer satisfaction. • Adaptability and Resilience: Comfortable navigating a fast-paced, high-growth environment while managing multiple priorities and adapting to change. • Alignment with PadSplit’s Mission: Passion for tackling the affordable housing crisis and leveraging support as a key pillar in empowering Members and Hosts to succeed.

🏖️ Benefits

• 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