Customer Support Team Member

About Bilt

Bilt is a membership platform designed around the place you live. What began as a way to reward people for their biggest monthly expense has grown into a broader network linking members, property managers, and neighborhood merchants.

The company operates across travel, dining, fitness, everyday spending, payments, credit, loyalty, and commerce. It is built to move fast, keep teams lean, and give each person meaningful influence on product direction and speed of delivery.

This is a high-ownership role with strong expectations. It is best suited to someone who enjoys building in a fast-moving environment, wants a real voice in what gets shipped, and is comfortable without rigid processes or highly defined boundaries.

Role Overview

As a Customer Support Team Member, you will be the initial contact for members using chat and support tickets. The position includes night, overnight, or weekend coverage, such as Thursday through Monday or 4:00 PM to midnight. Full product training will be provided so you can confidently assist members and resolve early-stage questions with care.

Schedule and Onboarding

This role begins on August 17, 2026. New hires must complete in-person onboarding in New York City during the first week, from August 16 to August 21, 2026. Training then continues for four additional weeks and requires full-time availability from 9:00 AM to 6:00 PM ET with perfect attendance. Candidates with prior commitments or conflicts during those hours are not eligible for this cohort.

Key Responsibilities

• Serve as the first layer of support for members contacting the team through chat.
• Work through basic support tickets tied to payments, loyalty, and general Bilt Rewards questions.
• Review incoming cases, spot recurring themes, and route complex matters to the correct internal team.
• Record member conversations and flag repeated issues for senior teammates.
• Partner remotely with internal stakeholders and BPO teams to resolve member concerns efficiently.
• Build strong product knowledge through structured training.
• Stay current on new launches and product improvements so member communication remains accurate and helpful.
• Keep work organized and show patience while understanding each member’s specific situation and the business context of different partners.
• Adjust support style to fit different business models and member needs.
• Deliver excellent service through digital channels, including when questions are complex.

Qualifications

• 0 to 2+ years of experience in customer support, operations, or a related area.
• Strong organization skills and clear written and spoken communication.
• Ability to learn new systems quickly, work well with others, and stay patient and adaptable in a fast-paced setting.
• Self-motivated with the ability to take on new duties while staying focused on assigned work.
• Strong attention to detail and sound judgment for solving problems.
• Comfort working in a changing environment where traditional processes may shift.
• Ability to handle highly confidential and sensitive information.

Benefits and Compensation

• Competitive pay with equity and eligibility for a performance bonus.
• Medical coverage for you and your loved ones starting on day one, including a One Medical membership, wellness stipends, family programs, and related support.
• 401(k) plan with company matching.
• Commuter flexible spending accounts.
• Unlimited paid time off.
• Exclusive employee-only Bilt Points earning opportunities.

Compensation Notes

The role carries a salary range of $50,000 to $55,000 annually. Final placement within the band depends on experience, skills, interview performance, and internal leveling. New hires typically begin toward the lower end of the range, with room for growth over time based on performance and outcomes. The position is also eligible for equity and an annual performance-based bonus.