Customer Experience Associate

What is Bilt?

Bilt Rewards is the first program for consumers to earn rewards on rent and daily neighborhood spend while creating a path towards home ownership. 

With an alliance of the nation’s largest real estate owners, Bilt Rewards enables renters in more than three million units across the country to earn points just by paying rent. 

Bilt Rewards boasts one of the highest value rewards programs on the market today, including one-to-one point transfers to twelve loyalty programs allowing members to travel across more than 100 major airlines and hotel partners; fitness classes at the country’s top boutique studios; limited-edition and exclusive collections of art and home decor through the Bilt Collection, and the ability to use points for rent credits or towards a future downpayment. 

Bilt has also partnered with Mastercard to create the Bilt Mastercard - the first and only credit card that can be used to pay rent with no fees

In this role:

• Provide comprehensive payment and program support to our members within the Bilt Rewards platform.
• Triage incoming tickets and identify emerging trends, forwarding them to relevant internal departments for resolution. 
• Collaborate closely with internal teams to address and resolve member issues effectively.
• Demonstrate a high level of patience and organizational acumen in comprehending the unique nuances of each partner's business operations.
• Adapt to diverse business models and tailor your support accordingly to meet individual member needs.
• Uphold our commitment to delivering an exceptional customer service experience. 
• Handle complex inquiries to support members and contribute to the success and growth of Bilt Rewards.
• Document necessary information and escalate ongoing patterns internally.

We’re ideally 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.
• Nights and weekends may be required.

Bonus points:

• Zendesk experience (admin preferred)
• Reward points 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.
• Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.

Annual base salary range is $70-75k+ bonus + benefits (medical, dental, vision) + 401K match + Equity. Ultimately, when building each comp package we consider job skills, experience and location.