Customer Support - Remote

Bilt • Remote,

1d • $50,000 - $55,000 • Remote

About The Position

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. This role requires working a weekend schedule. Comprehensive training will be provided to ensure thorough product knowledge, enabling exceptional support and resolution of initial inquiries.

This position has a start date of November 9th, 2026. All new hires are required to attend in-person onboarding training in New York City for their first week (November 8-13, 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.

Requirements

• 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.

Responsibilities

• 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

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
• Commuter FSAs
• Competitive PTO
• Exclusive Employee only Bilt Points

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed