As a Customer Support Team Member, you'll manage member inquiries through chat, handle support tickets, collaborate with teams, and ensure exceptional service while mastering Bilt's offerings.
What is Bilt?
Bilt is the membership for where you live, transforming rent and mortgage payments into valuable rewards while connecting members with exclusive benefits in their neighborhood.
With every on-time rent or mortgage payment, Bilt Members earn Bilt Points – the industry's most valuable and flexible points currency. They can transfer their points 1:1 to their favorite airlines or hotels with our industry leading travel program, use them for future rent payments, redeem for everyday purchases, or save them for a down payment on a home. Plus, unlock exclusive rewards on the 1st of every month with Rent Day®.
Bilt Members get even more value at their favorite local spots with exclusive Neighborhood Benefits™ at local restaurants, fitness studios, pharmacies, on Lyft rides, and more–over 45,000 merchants nationwide. When they use any linked card with our neighborhood partners, they’ll earn Bilt Points and access special experiences including complimentary items, member events, and more.
While Bilt Members can use many payment methods to earn points and access their benefits, Bilt has a suite of 3 cards offering the richest rewards in the market - and the first and only card suite that lets you pay rent and earn points without the transaction fee.
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. 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 June 8th, 2026. All new hires are required to attend in-person onboarding training in New York City for their first week (June 7th-12th, 2026).
Training will continue for an additional 4 weeks and requires full-time availability from 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:
- Recent college graduate with a bachelor's degree
- 0-1 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 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.
- Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.
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 Support Team Member is $50,000 - 55,000 and will be eligible for equity and an annual performance-based bonus.
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
