Note: The job is a remote job and is open to candidates in USA. Bilt is a company focused on customer experience, and they are seeking a Customer Support Team Member. This role involves serving as the first point of contact for members through chat support, handling support tickets, and providing exceptional customer service.
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
Skills
- 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
- 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.
- 401k plan with a match
- Commuter FSAs
- UNLIMITED PTO
- Exclusive Employee only Bilt Points
Company Overview
Bilt is a payments and commerce network that allows users to earn points on rent and HOA payments. It was founded in 2021, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.bilt.com/.