[Hiring] Customer Support Team Member @Bilt

Role Description

As a Customer Support Team Member , you will serve as the first point of contact for our members through chat support and handling support tickets. Please note, this role will require to work a weekend schedule.

We will provide comprehensive training to ensure you are thoroughly knowledgeable about our product, enabling you to offer our members exceptional support and resolve their initial inquiries with care.

This position has a start date of November 9th, 2026. All new hires are required to attend in-person onboarding training in New York City for their first week (November 8-13, 2026). Training will continue for an additional 4 weeks and requires full-time availability from Monday - Friday, 9AM to 6PM ET with 100% attendance. Candidates with pre-scheduled commitments or availability conflicts during these hours will not be eligible for this cohort.

• 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

Qualifications

• 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
• Flexibility - We are disrupting an industry so changes to traditional processes should be expected
• Ability to deal with extremely confidential and sensitive information

Benefits

• Compensation: We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
• Health insurance for you (& your loved ones) from day one: Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We’ve got you and your family covered from day one
• 401k plan with a match: Retirement may feel more like a pipe dream than a reality but we’re here to help you get there
• Commuter FSAs: We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive
• Competitive PTO: Because we believe that working hard shouldn’t mean always working
• Exclusive Employee only Bilt Points: We give our employees unique opportunities to earn points throughout their time at Bilt