Customer Support - Remote

**What is Bilt?** Bilt is the membership for where you live. What started as a way to reward people on their largest expense has turned into an ecosystem connecting our members, property managers and local merchants. Travel, dining, fitness, everyday spend. We are building systems across payments, credit, loyalty, and commerce all at once. We run lean and move quickly. Every person here has a real impact on what gets built and how fast it happens. This role comes with real ownership and high expectations. If you prefer clearly defined lanes and structure, this will feel uncomfortable. If you want to build quickly, have a real say in what gets built, and work on products used by millions, you will likely do your best work here. **What's the role?** As a **Customer Support Team Member**, you will serve as the first point of contact for our members through chat support and handling support tickets. **Please note, this role will require a night or overnight schedule (4pm-1am ET OR 4am-1pm ET).** We will provide comprehensive training to ensure you are thoroughly knowledgeable about our product, enabling you to offer our members exceptional support and resolve their initial inquiries with care. **\*\*This position has a start date of August 17th, 2026. All new hires are required to attend in-person onboarding training in New York City for their first week (August 16th-21st, 2026). Training will continue for an additional 4 weeks and requires full-time availability from Monday - Friday, 9AM to 6PM ET with 100% attendance. Candidates with pre-scheduled commitments or availability conflicts during these hours will not be eligible for this cohort.\*\*** **In this role, you will…** - 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 **In terms of qualifications, we’re seeking:** - 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:** - **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 be…