Customer Support
Serve as first point of contact for Bilt Rewards members via chat and support tickets, handling payments, loyalty, and general inquiries. Requires nights/weekends schedule and in-person NYC training.
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
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 ability to use critical thinking for solutions
- Flexibility - changes to traditional processes should be expected
- Ability to deal with extremely confidential and sensitive information
Schedule Requirements
- This role will require a nights, overnights or weekends schedule (e.g., Thursday–Monday or 4PM–midnight)
- Start date of August 17th, 2026
- All new hires required to attend in-person onboarding training in New York City for first week (August 16th-21st, 2026)
- Training continues for additional 4 weeks requiring full-time availability from 9AM to 6PM ET with 100% attendance
Benefits
- Competitive salary with equity and performance bonus program
- Health insurance from day one including One Medical Membership, wellness stipends, family programs
- 401k plan with a match
- Commuter FSAs
- UNLIMITED PTO
- Exclusive Employee only Bilt Points
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