Customer Experience Support - Off Hours

What is Bilt?

As a Customer Experience Team Member, you will be the first line of engagement with our members. Within this role, we will provide training to ensure you are thoroughly knowledgeable about our product. This will enable you to offer our members exceptional support, addressing their needs with care and resolving any issues they encounter.

***This position requires working MONDAY - FRIDAY 11PM-8AM EST. This role is eligible for remote work within the USA.***

In this role, you will…

• Provide comprehensive payment, loyalty, and general inquiry support to our members within the Bilt Rewards platform.
• Triage incoming tickets, identify emerging trends, and forward them to relevant internal departments for resolution.
• Document necessary information and escalate ongoing patterns internally.
• Collaborate closely with internal teams and our BPO team to address and resolve member issues effectively.
• Develop a deep understanding of our products, features, and services to provide accurate and helpful information.
• Stay updated on new product releases and enhancements to effectively communicate benefits to members as the company scales.
• Stay organized and patient 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 to meet individual member needs.
• Provide exceptional customer service, even when handling complex inquiries

In terms of qualifications, we're seeking...

• 2-4 years of professional experience in a support or operations-type role.
• 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
• BONUS POINTS: Zendesk experience (admin preferred) and Rewards knowledge

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.

The salary range for a Customer Experience Team Member is $65,000 - 75,000 and will be eligible for equity and an annual performance-based bonus.