Note: The job is a remote job and is open to candidates in USA. Bilt is a membership platform connecting residents, property managers, and local merchants through payments, credit, loyalty, and commerce products. The Customer Support Team Member serves as the first point of contact for members, handling chat inquiries and support tickets, resolving issues, identifying trends, and escalating complex matters while working remotely with internal teams and BPO partners.
Responsibilities
- Respond to member inquiries through our chat platform 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 our BPO partners to address and resolve member issues effectively
- Develop a deep understanding of our products, features, and services through comprehensive training programs
- Stay updated on new product releases and enhancements to effectively communicate benefits to members as the company scales
- Maintain organization and patience while understanding the specifics of each member's needs and the unique nuances of each partner's business operations
- Adapt to diverse business models and tailor your support approach to meet individual member needs
- Provide exceptional customer service through digital channels, even when handling complex inquiries
Skills
- 0-2+ years of professional experience in customer support, operations, or related field
- Extremely organized with strong written and verbal skills
- A team player who's able to learn new platforms quickly and is patient and adaptable in a fast-paced environment
- Driven to take on new responsibilities, with an ability to stay focused on assigned tasks
- Strong attention to detail with the intelligence to use critical thinking for solutions
- Ability to deal with extremely confidential and sensitive information
Benefits
- Meaningful stake in the company via equity
- Performance bonus program
- Health insurance for you (& your loved ones) from day one
- One Medical Membership
- Wellness stipends
- Family programs
- 401k plan with a match
- Commuter FSAs
- Competitive PTO
- Exclusive Employee only Bilt Points
Company Overview