Host Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and manage a specific portfolio of PadSplit hosts, serving as their main point of contact.

• Address escalated support tickets, policy inquiries, financial questions, and operational issues.

• Foster proactive, trust-based relationships with hosts to minimize churn and enhance host lifetime value.

• Conduct performance evaluations aligned with host objectives and PadSplit standards.

• Ensure host accountability regarding occupancy, bookability flags, rejection rates, move-in ratings, and member retention.

• Collaborate with hosts to promote portfolio growth and expand their presence within PadSplit.

• Gather and relay host feedback and trends to product, operations, and leadership teams.

• Stay informed about PadSplit’s platform, fee structures, payout systems, and host-facing policies.

• Advise hosts on pricing strategies, occupancy maximization, listing quality, rejection rate management, and platform best practices.

• Monitor the performance of hosts and properties utilizing PadSplit’s data tools.

• Facilitate introductory calls and onboarding processes for new hosts.

• Educate new hosts on pricing, room standards, safety compliance, responsiveness, and member outcomes.

• Investigate and resolve complex situations involving hosts using sound judgment.

• Coordinate escalations involving member support, trust and safety, payments, and legal teams.

• Accurately document ticket details and resolutions.

• Identify systemic issues and suggest improvements to processes, policies, or products.

• Contribute to the creation of playbooks, communication scripts, macro responses, and best practices.

• Participate in weekly team meetings.

⛳️ Requirements

• A minimum of 3 years of experience in account management, customer success, or high-touch client relationships.

• A background in real estate, property management, hospitality, or a platform-based marketplace is highly preferred.

• Willingness and ability to acquire an in-depth understanding of PadSplit’s products, fee structures, and policies.

• Demonstrated ability to proactively manage a large portfolio of relationships.

• Proficient in leveraging data to tell compelling stories and drive actionable discussions.

• Capable of analyzing incomplete or conflicting information, applying policies judiciously, and making fair and defensible decisions.

• Ability to balance empathy with clarity when conveying difficult outcomes.

• Strong written and verbal communication skills tailored to a variety of audiences.

• Excellent organizational skills and the ability to follow through across a large portfolio.

• A genuine belief in PadSplit’s mission and a solid understanding of the affordable housing sector.

• Motivation to build and enhance a new function.

• Must be authorized to work in the United States and complete the I-9 and E-Verify processes.

🏝️ Benefits

• Fully remote position.

• Competitive compensation package that includes an equity incentive plan and company-wide bonus opportunities.

• Comprehensive national medical, dental, and vision healthcare plans.

• Company-provided life insurance policy.

• Optional accidental insurance, FSA, and DCFSA benefits.

• Unlimited paid time off (PTO) policy along with eleven (11) company-observed holidays.

• 401(k) retirement plan.

• Twelve (12) weeks of paid time off for both birth and non-birth parents.

• An opportunity to pursue your passion at a company committed to addressing the affordable housing crisis.