Job Description
What's the role?
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 a night or overnight schedule (4pm-1am ET OR 4am-1pm ET). 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 August 17th, 2026. All new hires are required to attend in-person onboarding training in New York City for their first week (August 16th-21st, 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.**
In this role, you will…
- 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
In terms of qualifications, we’re seeking:
- 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.
- UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
- Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
At Bilt, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt’s salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.
We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.
Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.
The salary range for a Customer Support Team Member is $50,000 - 55,000 and will be eligible for equity and an annual performance-based bonus.
