Client Support Representative

About the role

The Client Support Representative role at Built is crucial for delivering exceptional experiences to customers through our industry-leading construction and real estate finance technology products. This role involves providing timely, effective support via phone, email, and chat, troubleshooting technical issues, and collecting data to drive resolutions.

Responsibilities

• Provide timely, effective support via phone, email, and chat, troubleshooting technical issues and clearly communicating solutions.
• Escalate complex issues to senior team members as needed.
• Collect data using monitoring and support tools to identify root causes and drive resolutions.
• Log and categorize incidents in a ticketing system to extract valuable customer and product insights.
• Document resolutions and contribute to improving internal and customer-facing knowledge bases.
• Continuously expand your understanding of Built's products, services, and tools.
• Advocate for customers and provide insights to enhance their experience.
• Maintain professionalism and confidentiality in all customer interactions.
• Meet performance metrics, including response time and customer satisfaction.
• Collaborate with the team to streamline support processes and raise standards.

Requirements

• 2+ years of experience in technical support, help desk, or customer service, preferably in software or financial services.
• A great listener and problem solver with a strong customer service mindset.
• Strong problem-solving skills and a customer-first approach.
• Exceptional communication skills, able to explain technical concepts to non-technical users.
• A team player with a positive attitude and respect for colleagues.
• A quick learner eager to master technical systems and new tools.
• A dependable, process-driven individual who can improve and follow procedures.
• Familiarity with customer support tools (e.g., Salesforce, Zendesk), Jira, and Google Suite is a plus.

Qualifications

• High school diploma or equivalent.
• Experience with construction and real estate finance technologies.
• Knowledge of customer support tools and platforms.

Skills

• Customer service skills.
• Technical problem-solving skills.
• Communication skills.
• Ability to work independently and as part of a team.

Benefits

Built offers a competitive benefits package including: uncapped vacation [US ONLY], medical, dental & vision insurance, a robust compensation package, including equity in the form of stock options, a learning grant program to support ongoing professional development, and a 401(k) with match and expedited vesting [US ONLY].

Pay

Built’s salary range for this position is $45,000 - $65,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market.

Schedule

Remote employees are expected to travel to Nashville (or a company-designated location) at least twice a year for gatherings like Connect Week. Additional travel may be required based on your role and business needs.