Client Support Representative

What You'll Do

• Provide timely, effective support via phone, email, and chat, troubleshooting technical issues and clearly communicating solutions.
• Escalate complex issues to senior team members as needed.
• Collect data using monitoring and support tools to identify root causes and drive resolutions.
• Log and categorize incidents in a ticketing system to extract valuable customer and product insights.
• Document resolutions and contribute to improving internal and customer-facing knowledge bases.
• Continuously expand your understanding of Built's products, services, and tools.
• Advocate for customers and provide insights to enhance their experience.
• Maintain professionalism and confidentiality in all customer interactions.
• Meet performance metrics, including response time and customer satisfaction.
• Collaborate with the team to streamline support processes and raise standards.

Ideal Profile & What You'll Bring

• 2+ years of experience in technical support, help desk, or customer service, preferably in software or financial services.
• A great listener and problem solver with a strong customer service mindset.
• Strong problem-solving skills and a customer-first approach.
• Exceptional communication skills, able to explain technical concepts to non-technical users.
• A team player with a positive attitude and respect for colleagues.
• A quick learner eager to master technical systems and new tools.
• A dependable, process-driven individual who can improve and follow procedures.
• Familiarity with customer support tools (e.g., Salesforce, Zendesk), Jira, and Google Suite is a plus.

Compensation & Benefits

• Salary range: $45,000 - $65,000 USD per year.
• Equity in the form of stock options.
• Top-notch medical, dental and vision coverage.
• Unlimited PTO policy.
• 401k with match and expedited vesting.
• Learning Grant program to support ongoing professional development.