Customer Support

What is Bilt?Bilt is the loyalty program for renters, transforming rent payments into valuable rewards while connecting members with exclusive Neighborhood Benefits.

With every on-time rent payment, members earn Bilt Points – the industry's most valuable and flexible points currency which they can transfer 1:1 to their favorite airline miles and hotel points, use them for future rent payments, redeem for everyday purchases, or save them for a down payment on a home. Plus, they can build their credit history by automatically reporting their rent payments to all three major credit bureaus for free, and unlock exclusive rewards on the 1st of every month with Rent Day.

As part of being a Bilt Member, they also get even more value at over 40,000 merchants nationwide with exclusive Neighborhood Benefits at local restaurants, fitness studios, pharmacies, on Lyft rides, and more.

In partnership with the top multifamily owners and operators across the country, Bilt has become the largest network of homes that reward their residents on rent, managing payments for over 4.5MM units across the nation.

Residents who live in the network make payments directly through the Bilt Payment Center and get access to benefits including additional earn opportunities on new leases, renewals, and more.What's the role? As a Customer Experience Team Member, you will serve as the first point of contact for our members through chat support and handling support tickets. This is an excellent opportunity for recent college graduates to launch their career in customer service. 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.

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

• Recent college graduate with a bachelor's degree
• 0-1 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.
• Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.
  
  

At Bilt Rewards, 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 Experience Team Member is $50,000 - 55,000 and will be eligible for equity and an annual performance-based bonus.