[Remote] Customer Support - Remote

Note: The job is a remote job and is open to candidates in USA. Bilt is a company focused on customer experience, and they are seeking a Customer Support Team Member. This role involves serving as the first point of contact for members through chat support, handling support tickets, and providing exceptional customer service.

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

Skills

• 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 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

Benefits

• 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.
• 401k plan with a match
• Commuter FSAs
• UNLIMITED PTO
• Exclusive Employee only Bilt Points

Company Overview