Product Specialist - Concierge

About the role

What is Bilt? Bilt is the membership for where you live. What started as a way to reward people on their largest expense has turned into an ecosystem connecting our members, property managers and local merchants. Travel, dining, fitness, everyday spend. We are building systems across payments, credit, loyalty, and commerce all at once. We run lean and move quickly. Every person here has a real impact on what gets built and how fast it happens. This role comes with real ownership and high expectations. If you prefer clearly defined lanes and structure, this will feel uncomfortable. If you want to build quickly, have a real say in what gets built, and work on products used by millions, you will likely do your best work here.

Responsibilities

• Monitor concierge conversation quality daily across all verticals and surfaces, using quality flags, judge verdicts, and the issues tracker to spot bad patterns before an internal customer reports them
• Diagnose flagged conversations to the correct layer — prompt, knowledge, tool output, or an upstream backend bug — and drive fixes to completion, including in services owned by other teams
• Ship fixes to prompt YAML, knowledge markdown, and tool‑output shaping, validating each by replaying real conversations before opening the PR
• Review concierge PRs as a codeowner, including bot‑authored and contributor PRs from other pods
• Field and triage internal asks from dining, rentals, property, travel, mortgage, payments, and CX — “can the concierge do X on our surface” and “why did it say Y”
• Enable pods to own their concierge surface: how to add features and prompt for their audience, what belongs in knowledge versus prompt versus tool, and how to triage conversations in the analytics dashboard
• Build automations and repo skills that convert recurring manual work — investigations, monitoring, knowledge updates — into systems that keep running when priorities shift
• Test in staging before ship, including daily SMS/iMessage and email checks, cross‑channel tracing, and cross‑pod QA on surfaces outside the concierge pod
• Watch for regressions on model changes that don't show up in aggregate scores, and design escalation logic when the concierge should hand off to a human
• Provision phone numbers, email addresses, and DNS for new merchants going live on SMS or email

Qualifications

• Around 3 years of relevant experience — we're also open to candidates with about a year if they bring a proven technical background
• Genuine technical appetite: comfort operating git with AI tooling, reviewing PRs, and editing structured files like YAML and markdown (or a demonstrated ability to pick this up fast)
• Strong diagnostic instincts — the ability to trace a problem across multiple systems and land on the actual root cause, not the nearest symptom
• Exceptional written and verbal communication — you'll work with nearly every pod at Bilt and need to say “no” or “not that way” and have it land well
• Experience working with LLM‑powered products, prompting, or conversational AI
• Ability to own a daily operating loop end to end with minimal supervision, and to prioritize by frequency and blast radius
• Nice to have: Experience building automations or agent workflows (Devin, Claude Code, or similar)
• Nice to have: Fintech, rewards, or loyalty experience
• Nice to have: Startup experience
• Nice to have: QA or test‑plan writing experience

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. We’ve got you and your family covered from day one.
• 401k plan with a match
• Commuter FSAs
• UNLIMITED PTO
• Exclusive Employee only Bilt Points
• Team Events

Pay

Salary range: $70,000 – $120,000, plus equity and annual performance‑based bonus.