Customer Support

About the Role

Bilt is the membership for where you live, connecting members, property managers, and local merchants through an ecosystem of payments, credit, loyalty, and commerce. This role offers real ownership and high expectations, suitable for individuals who thrive in a fast-paced environment and want to influence product development.

What's the Role?

As a Customer Support Team Member, you will be the first point of contact for members via chat and support tickets. This role requires a weekend schedule and includes comprehensive training on Bilt's product to provide exceptional support.

• Start Date: November 9th, 2026
• Onboarding: Requires a full week of in-person onboarding in New York City (November 8-13, 2026), followed by 4 weeks of full-time training (Monday - Friday, 9 AM - 6 PM ET, 100% attendance required). Conflicts with these hours will make candidates ineligible for this cohort.

Key Responsibilities

• Respond to member inquiries through chat as the first line of support.
• Handle entry-level support tickets related to payment, loyalty, and general questions within the Bilt Rewards platform.
• Triage incoming tickets, identify emerging trends, and escalate complex issues to relevant internal departments.
• Document member interactions and escalate ongoing patterns to senior team members.
• Collaborate remotely with internal teams and BPO partners to resolve member issues.
• Develop a deep understanding of Bilt's products, features, and services through training.
• Stay updated on new product releases and enhancements to communicate benefits to members.
• Maintain organization and patience while understanding member needs and partner business operations.
• Adapt to diverse business models and tailor support approaches.
• Provide exceptional customer service through digital channels, even for complex inquiries.

Requirements & Tech Stack

• Experience in customer support, operations, or a related field.
• Extremely organized.
• Strong written and verbal skills.
• Team player.
• Ability to learn new platforms quickly.
• Patient and adaptable in a fast-paced environment.
• Driven to take on new responsibilities.
• Ability to stay focused on assigned tasks.
• Strong attention to detail.
• Ability to use critical thinking for solutions.
• Flexibility to adapt to changes in traditional processes.
• Ability to deal with extremely confidential and sensitive information.

Qualifications

• 0-2+ years of professional experience in customer support, operations, or related field.

Compensation

• Salary range: $50,000 - $55,000
• Eligibility for equity and an annual performance-based bonus.