Customer Experience Support - Off Hours

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.

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