The Role We Need
PadSplit is hiring a Host Experience Manager (HEM) 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.
Here’s What You’ll Do Day-to-Day
ACCOUNT MANAGEMENT AND RELATIONSHIP OWNERSHIP
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.
PLATFORM, POLICY, AND FINANCIAL FLUENCY
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.
NEW HOST ACTIVATION
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.
ISSUE RESOLUTION AND ESCALATION
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.
TEAM AND PROGRAM DEVELOPMENT
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.
Here’s What You’ll Need to Be Successful
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.
The Interview Process:
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 a 75-minute back-to-back video interview. First, you'll spend forty-five (45) minutes with a Host Experience Team Lead for a live writing assessment. Immediately following that, you'll have a thirty (30) minute session with our Regional Host Experience Manager for a live logic and competency assessment.
If warranted, the final step would be a video interview with our Head of Host Experience for thirty (30) to forty-five (45) minutes.
If warranted, we move to offer!
Compensation, Benefits, and Perks:
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
Notice to Applicants:
PadSplit participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process.
PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
