Customer Support Team Member

Responsibilities

• Serve as the first point of contact for members through chat support and ticket handling
• Respond to member inquiries regarding payments, loyalty, and general platform questions
• Triage incoming tickets, identify emerging trends, and escalate complex issues to internal departments
• Document member interactions and escalate ongoing patterns to senior team members
• Collaborate remotely with internal teams and BPO partners to resolve member issues effectively
• Maintain high levels of organization and patience while handling diverse member needs

Requirements

• 0-2+ years of professional experience in customer support, operations, or a related field
• Strong written and verbal communication skills
• Ability to work a nights, overnights, or weekends schedule (e.g., Thursday–Monday or 4PM–midnight)
• Ability to attend mandatory in-person onboarding training in New York City from August 16th–21st, 2026
• High attention to detail and the ability to use critical thinking for problem-solving
• Ability to handle extremely confidential and sensitive information

Benefits

• Competitive salary ($50,000 - $55,000) with equity and an annual performance bonus
• Health insurance for you and your loved ones from day one, including One Medical Membership
• 401k plan with company match
• Unlimited PTO
• Exclusive employee-only Bilt Points

About the Company

Bilt is a membership ecosystem that rewards people for their largest expense: rent. We connect our members, property managers, and local merchants across travel, dining, fitness, and everyday spending, building integrated systems across payments, credit, loyalty, and commerce.