Host Account Manager

🕒 Julho 22

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PadSplit

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

🏨 Hospitalidade

🏗️ Construção

📦 Logística

💰 $20.500.000 Series B em 2021-11

Hospitality • Construction • Logistics

PadSplit é uma plataforma focada em soluções de coliving acessível, que permite a indivíduos alugar quartos privativos em casas compartilhadas em várias cidades dos Estados Unidos. Ao oferecer estadias flexíveis com medidas confiáveis de verificação de identidade e antecedentes, a empresa busca criar um ambiente seguro e acolhedor para seus membros. A PadSplit se posiciona como uma opção mais acessível em comparação a outros serviços de aluguel de quartos, ajudando seus membros a economizar e a construir histórico de crédito. A empresa também oferece aos proprietários a oportunidade de gerar renda e causar impacto positivo em suas comunidades ao ofertar quartos. A PadSplit é reconhecida por sua tecnologia inovadora e por suas soluções de moradia acessível.

Descrição

• Own and manage a dedicated portfolio of PadSplit hosts, serving as their primary named point of contact for support ticket escalation and resolution, policy adherence and understanding, and overall portfolio direction • Provide the right information at the right time, becoming a partner and strategic advisor of PadSplit • Build proactive, trust-based relationships that reduce churn and increase host lifetime value. • Conduct regular performance check-ins, including structured reviews aligned to host goals and PadSplit benchmarks. • Drive host accountability on key metrics including attainable occupancy, bookability flags, rejection rates, move-in ratings, and member retention. • Partner with hosts on portfolio growth, including conversations about adding new properties and expanding their PadSplit footprint. • Serve as the host’s internal advocate, surfacing feedback and trends to product, operations, and leadership. • Maintain deep working knowledge of PadSplit’s platform, fee structures, payout mechanics, and host-facing policies, with the ability to explain decisions clearly and confidently. • Serve as a knowledgeable, trusted point of contact for hosts navigating financial questions, policy inquiries, and operational challenges. • Apply PadSplit policies thoughtfully, explaining both the “what” and the “why” in a way that builds understanding and trust rather than resentment. • Guide hosts on pricing strategy, occupancy optimization, listing quality, rejection rate management, and platform best practices using both data and platform knowledge. • Monitor host and property performance using PadSplit’s data tools, identifying risks and opportunities before they become problems. • Lead an intro call for every new host in your portfolio, establishing the relationship and setting expectations from day one. • Guide new hosts from the beginning, covering pricing, room standards, rejection rate drivers, and mission-critical success requirements. • Prepare hosts for their first members: responsiveness standards, room readiness expectations, and move-in experience requirements. • Educate new hosts on member outcome drivers including safety compliance, pricing discipline, and platform behaviors that directly improve member, host and company outcomes. • Navigate complex, nuanced host situations that require investigation, sound judgment, and fair resolution. • Escalate and coordinate resolution of issues that require cross-functional support, working with member support, trust and safety, payments, and legal teams where appropriate. • Manage emotionally charged conversations with empathy, composure, and directness, holding firm on policy while maintaining the relationship. • Document ticket details and resolutions accurately, maintaining clear records across all host interactions. • Identify patterns in host concerns and flag systemic issues to inform process, policy, or product improvements. • Contribute to the development of scalable playbooks, talk tracks, macro responses, and best practices as this function matures. • Participate in weekly team syncs to share what is working, surface friction points, and iterate on the program in real time.

🎯 Requisitos

• Account Management or Customer Success Background: 3+ years of account management, customer success, or high-touch client relationship experience. Background in real estate, property management, hospitality, or a platform-based marketplace is strongly preferred. • Platform and Policy Fluency: Ability and willingness to develop deep working knowledge of PadSplit’s product, fee structures, and policies, and to use that knowledge in live host conversations. • Proactive Portfolio Management: Proven ability to manage a large book of relationships with a proactive, not reactive, approach. You spot the problem before the host calls. • Data-Driven Communication: Comfortable using data to tell a story and drive a conversation. You can translate performance metrics into clear, actionable guidance a host can act on today. • Critical Thinking and Sound Judgment: Ability to analyze incomplete or conflicting information, apply policies thoughtfully in nuanced scenarios, and arrive at fair, defensible decisions. • Empathetic Directness: Skill in balancing compassion with clarity, especially when delivering difficult or unpopular outcomes. You hold firm on policy while making the host feel heard. • Strong Communication: Clear, confident written and verbal communication tailored to diverse audiences. You build trust quickly and handle difficult conversations without escalating unnecessarily. • Organization and Follow-Through: Highly organized with the ability to prioritize across a large portfolio without dropping the ball on high-value or high-risk relationships. • Mission Alignment: Genuine belief in PadSplit’s mission and an understanding of what it means to operate in the affordable housing space. • Growth Mindset: Motivated by the idea of building something new and improving it as you go. This function is being built from the ground up and you will help shape it.

🏖️ Benefícios

• Fully remote position - we swear! • Competitive compensation package including an equity incentive plan and company-wide bonus opportunity • 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