PadSplit

Customer Support

• 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.

Support Agent

Art Director

• Lead Creative Vision: Set and evolve PadSplit's creative direction across every customer touchpoint while ensuring a consistent, trusted brand experience.
• Coach The Team: Lead, mentor, and develop designers, contractors, and agency partners while remaining hands-on in key creative initiatives.
• Drive Campaigns: Partner with Marketing to create high-performing creative across paid, organic, lifecycle, email, social, and emerging channels.
• Build Operations: Establish scalable creative workflows, production systems, quality standards, and resource management that enable speed without sacrificing quality.
• Partner Cross-Functionally: Collaborate with Product, Engineering, Growth, Legal, and Operations to ensure creative is embedded early in major initiatives.
• Strengthen Brand: Own PadSplit's visual identity, creative standards, messaging consistency, and overall brand reputation across every channel.
• Leverage Customer Insights: Translate research, customer feedback, and performance data into stronger creative strategies and messaging.
• Measure Performance: Use creative performance metrics, experimentation, and AI-powered workflows to continuously improve campaign effectiveness and creative output.

Creative Director

Account Executive

• Prospect and Qualify Leads: Research and identify potential property owners who might be interested in becoming PadSplit Hosts and qualify them based on suitability.
• Conduct Outreach: Execute outreach strategies, including cold calling, emailing, and networking, to connect with traditional property owners.
• Host Discovery Calls and Meetings: Engage property owners in initial conversations to understand their needs, goals, and potential barriers to joining PadSplit.
• Deliver Value Propositions: Clearly articulate the benefits of PadSplit's model, such as increased revenue potential, simplified management, and societal impact.
• Build and Nurture Relationships: Develop trust-based relationships with property owners, acting as a trusted advisor to address concerns and highlight opportunities.
• Tailor Solutions: Customize hosting solutions based on the unique circumstances of property owners, including financial modeling, property suitability, and compliance requirements.
• Close Deals: Guide property owners through the decision-making process, negotiate terms, and finalize agreements for onboarding as PadSplit Hosts.
• Collaborate with Onboarding Teams: Coordinate with internal teams to ensure smooth onboarding for new Hosts, providing accurate property details and expectations.
• Track and Report Metrics: Maintain detailed records in CRM systems, tracking outreach activities, conversion rates, and other key performance indicators.
• Stay Updated on Market Trends: Monitor the real estate market, competitive landscape, and legislative changes to refine outreach and value propositions effectively.
• Host Educational Sessions: Organize webinars or in-person sessions to educate property owners on PadSplit’s benefits and address common misconceptions.

Artificial Intelligence

• Define and execute PadSplit's company-wide AI strategy, including adoption goals, governance standards, enablement programs, and business impact measurement.
• Lead the Analytics, Business Intelligence, Machine Learning, and AI enablement teams as a unified data and AI organization.
• Drive the machine learning and predictive analytics roadmap, including pricing optimization, risk modeling, search relevance, and future AI-powered capabilities.
• Oversee the health, quality, governance, scalability, and cost efficiency of PadSplit's data ecosystem.
• Partner with Legal and executive stakeholders to establish ethical AI standards and responsible deployment practices.
• Collaborate with Product teams to build data-driven experiences and predictive features that improve member and host outcomes.
• Translate data and analytics into actionable insights that influence decisions across Product, Finance, Marketing, and Operations.
• Assess emerging AI and machine learning technologies and determine where they can create meaningful business value.

Vice President, Data – AI Strategy

Financial Planning and Analysis

• Define and evolve the architecture, strategy, and long-term roadmap for PadSplit's financial services domain.
• Design and build secure, scalable systems supporting payments, billing, collections, and ledger management.
• Lead integrations with banks, payment processors, fintech partners, and financial service providers.
• Collaborate closely with Finance, Product, and Engineering leaders to align technical solutions with business objectives.
• Establish and drive best practices around reliability, observability, transaction integrity, and financial accuracy.
• Mentor senior and staff engineers through architecture reviews, technical guidance, and engineering leadership.
• Lead investigation, resolution, and prevention efforts for issues impacting financial systems and money movement.
• Assess emerging technologies, payment solutions, and AI capabilities that improve efficiency, reliability, or customer experience.

Principal Financial Services Engineer

Platform Engineer

• Define and drive the technical roadmap for platform infrastructure, reliability, and scalability initiatives.
• Design and review complex system architectures that support company growth and evolving business needs.
• Establish engineering standards, best practices, and technical patterns across multiple teams.
• Improve system observability, incident response processes, and operational excellence across the platform.
• Partner with Engineering, Product, and Design leaders to align technical investments with business priorities.
• Mentor engineers and provide technical guidance that elevates engineering capabilities across the organization.
• Build and improve backend services, infrastructure tooling, and shared platform capabilities.
• Identify technical debt, scalability risks, and operational vulnerabilities before they become business constraints.

Staff Platform Engineer

Analyst

• Own Segment CDP governance: Maintain and evolve the event taxonomy across web, mobile, and server-side sources. Own cross domain and cross identity mapping. Audit data quality, resolve identity resolution issues, and ensure every marketing tool downstream receives clean, reliable data.
• Own Rockerbox attribution: Serve as the day-to-day owner of our multi-touch attribution platform. Diagnose channel-level performance, investigate attribution anomalies (including consent tool impacts), and build the feedback loops that inform paid media spend decisions.
• Build and maintain marketing measurement infrastructure: Develop and document the measurement layer for all Member and Host Growth experiments — owning success metrics integrity, building pre/post cohorts, and ensuring statistical validity before results are acted upon acting as a consultative partner to marketing.
• Support lifecycle automation analytics: Partner with our Marketing Automation team (Iterable) to ensure behavioral triggers, segmentation logic, and campaign performance data are accurate and actionable. Audit automation flows for data integrity.
• Build AI-augmented marketing analytics workflows: Identify repetitive analysis tasks — weekly reporting, anomaly detection, data quality checks — and replace them with AI-powered pipelines. You will be expected to actively prototype and ship AI workflows, not just evaluate them.
• Partner across data, product, and paid media: Collaborate with our Data team (Snowflake warehouse), Performance Marketing (Rockerbox, AppsFlyer, Google/Meta), and Product (Segment instrumentation on new features) to ensure the measurement layer scales as the business does.
• Build and maintain marketing dashboards: Own the marketing measurement layer in Hex and other BI tools. Create dashboards that give the team a single source of truth on CAC, conversion velocity, funnel efficiency, and channel-level attribution.
• Diagnose attribution and data quality issues: When a metric looks wrong, you investigate and resolve it — not escalate it. You own the answer.

MarTech Analyst – LATAM

Product Manager

• Own Mobile Roadmap: Manage the product backlog, define priorities, write user stories, and ensure engineering teams have clear requirements and acceptance criteria.
• Drive Product Delivery: Partner closely with engineering and design to scope, plan, test, and launch high-impact product initiatives across mobile and web experiences.
• Cross-Functional Collaboration: Work closely with operations, support, analytics, marketing, and business stakeholders to ensure product initiatives align with company goals and user needs.
• Prioritize with Data: Use analytics, experimentation, customer feedback, and operational insights to prioritize features and improvements that drive measurable impact.
• Champion the User: Advocate for both members and hosts by identifying friction points, validating assumptions, and improving the overall user experience.
• Lead Agile Processes: Facilitate sprint planning, backlog grooming, standups, and retrospectives while maintaining strong alignment across cross-functional teams.
• Measure and Optimize: Monitor KPIs related to engagement, retention, activation, conversion, operational efficiency, and product performance to continuously improve outcomes.
• Experiment and Iterate: Support and execute product experiments, A/B tests, and iterative improvements that help validate ideas and accelerate learning.
• Improve Operational Efficiency: Identify opportunities to streamline workflows, reduce friction, and improve scalability across internal and external product experiences.