Community Manager

What is Bilt?

Bilt Rewards is the first loyalty program that rewards members on rent and in their neighborhood, no matter where they live.

Bilt Members can earn points and access exclusive benefits on rent payments, condo & co-op fees, and around their neighborhood at local restaurants, fitness studios, rideshare, and more. Ranked the highest-value point currency by top publications, Bilt Points can be transferred 1:1 to major airline and hotel programs, or used towards rent payments, shopping, fitness, and even a down payment on a home. Members also get access to credit-building benefits, member-only experiences, and an Elite Status program.

In partnership with the top multifamily owners & operators across the country, we’ve also created the Bilt Rewards Alliance, a network of 4M+ apartments and homes across the country. Residents who live in the Bilt Rewards Alliance make payments directly through the Bilt Payment Center and get access to benefits including additional earn opportunities on new leases, renewals, and more.

While Bilt Members can use any debit or credit card to earn points and access their benefits, Bilt has partnered with Mastercard and Wells Fargo to create the Bilt Mastercard® - the first and only credit card that lets you pay rent and earn points without the transaction fee.

What’s the role?

As Community Manager at Bilt, you will serve as the brand's frontline voice across social media, ensuring timely, thoughtful responses to customer inquiries and fostering positive relationships with the community. You'll develop scalable support systems, monitor sentiment trends, and collaborate with internal teams to deliver accurate, thoughtful service. Your work will directly shape customer experience and drive loyalty through strategic engagement and feedback reporting.

In this role, you will…

• Develop a deep understanding of Bilt’s product and service offerings through customer training. 
• Monitor and respond to all customer inquiries across social media channels, ensuring timely resolution and exceptional service standards
• Develop a comprehensive response framework for common customer issues, maintaining brand voice and empathy
• Track customer sentiment metrics using social listening tools to identify trends and opportunities for service improvement
• Create and maintain an organized ticketing system to escalate complex customer issues to appropriate internal teams
• Build relationships with repeat customers and high-profile accounts to foster brand loyalty and positive word-of-mouth
• Develop clear internal guidelines for crisis communication and complaint management on social platforms
• Collaborate with product and service teams to gather accurate information for customer responses
• Maintain detailed documentation of customer interactions to inform future service strategies and training
• Create weekly reports highlighting customer feedback themes to share with leadership and relevant departments

Required Qualifications

• Bachelor's degree. 
• 2-4 years of experience in customer service, preferably building and growing successful customer service socials. 
• Strong understanding of social platforms, content types, and performance metrics.
• High emotional intelligence and strong interpersonal skills.
• Ownership mentality with bias for action in fast-paced environments.
• Collaborative approach with proven ability to gain alignment across diverse stakeholders.
• Excellent organizational and project management skills.

Benefits:

• Compensation - 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. We’ve got you and your family covered from day one.
• 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.
• Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.
• UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
• Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.

At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt’s salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.

We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.

Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

The salary range for a Community Manager is $70,000 - 85,000  and will be eligible for equity and an annual performance-based bonus.