Member Support (USA) T2

As part of the escalations team, you'll be a vital senior figure in Customer Experience, tackling intricate issues that demand specialized knowledge and top-notch customer care. The role demands a proactive approach to problem-solving, backed by a solid grasp of PadSplit's guidelines, processes, and the distinct needs of our members. Day-to-day, you'll manage diverse complex cases, offer guidance on platform use, and collaborate with teams to smooth the member journey. You'll also spot recurring problems and suggest better ways to do things, all while championing the customer's viewpoint. PadSplit is seeking someone energized by customer contact who can break down complex topics and is skilled at balancing empathy with firmness, ensuring fair and effective resolutions.