Customer Support - Remote

What is Bilt?

Bilt is the membership for where you live. It started as a way to reward people on their largest expense and has since grown into an ecosystem connecting members, property managers, and local merchants. Services include travel, dining, fitness, and everyday spending. Bilt runs lean and moves quickly, allowing every person to have a real impact on what gets built.

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. You will work nights, overnights, or weekends, and will be required to attend in-person onboarding training in New York City for your first week. This role will have a start date of August 17th, 2026, and all new hires must be available for full-time training from 9AM to 6PM ET.

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

• 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
• 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

Pay & Schedule

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.