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PadSplit·Argentina·27 авг.
Host Account Manager - Emerging Product
1 667 – 2 083 $
≈ 144,3 тыс.–180,4 тыс. ₽
🌍 УдалённоSeniorКонтракт🌐 Глобал
Верх вилки на 74% ниже медианы грейда.
Чем предстоит заниматься
PadSplit is hiring a Host Account Manager of Emerging Products to serve as the dedicated strategic partner and primary point of contact for a portfolio of PadSplit hosts. This is a newly created role at the heart of our Host Success model, designed to shift how we support all hosts from reactive problem-solving to proactive, relationship-driven account management
You will own the full host relationship from activation through long-term retention. But owning the relationship means more than managing check-ins and reviewing dashboards. It means being a trusted partner and the person your hosts call when something goes wrong, someone who knows the platform, the policies, and the fee structures well enough to provide clear answers on the spot. You will be measured on the outcomes that matter most: your response times, occupancy performance, host satisfaction, churn reduction, and portfolio retention. This role is critical to ensuring every host in your book of business has what they need to thrive on the platform, and that they feel it
The Person We Are Looking For
We are looking for a relationship-first operator who leads with data, follows through with hustle, and knows the product, policies, and PadSplit member outcomes well enough to earn a host’s trust in the first conversation. You are proactive by nature, the kind of person who spots a problem in a dashboard before a host ever has to call about it. You are also comfortable in the reactive moments: a confused host on the phone about a payout deduction, a complex situation involving a member that requires judgment and empathy in equal measure, a policy question that does not have a clean answer. You handle those moments with the same professionalism you bring to your scheduled portfolio reviews
You understand that being a trusted partner requires genuine knowledge. You do not escalate everything, and you do not guess. You build the platform and policy fluency to be the person who actually resolves the issue, and you know when escalation is the right call. You believe in PadSplit’s mission and understand what it means to work in the affordable housing space, where the stakes for both hosts and members are real
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
Наши требования
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
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
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
Your application will be reviewed for possible next steps by a real human being from the PeopleOps team
If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes
If warranted, the next stage is video interview and meeting with our Host Experience, Team Lead for about thirty (30) minutes where the candidate will participate a live case interview
If warranted, the final step would be a video interview with our Manager of Host Experience for thirty minutes (30). In this round, a candidate will participate a live logic and competency assessment
If warranted, we move to offer!
Мы предлагаем
Compensation is based on the role's scope, national market benchmarks, the person's expertise and experience, and the impact of their contributions to our business goals. In addition to salary, there is a variable compensation component based on performance
Additional Information
Дополнительно
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
Технологии и навыки
PadSplit
Argentina
ГрейдSenior
ЗанятостьКонтракт
РегионАргентина
ФорматУдалённо
ИсточникСкрыто
Опубликовано27 авг.
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