Job Overview
Location
Remote
Job Type
Full-time
Category
Product Management
Date Posted
June 18, 2026
Full Job Description
đź“‹ Description
- • Serve as the first point of contact for Bilt Rewards members via chat support and support tickets, providing timely and accurate resolutions to inquiries.
- • Handle entry-level support tickets related to payments, loyalty program benefits, and general platform questions, ensuring consistent and high-quality member experiences.
- • Triage incoming support tickets, identify recurring issues or emerging trends, and escalate complex or systemic problems to relevant internal teams.
- • Document all member interactions in detail, capturing nuances and patterns to inform product and operational improvements.
- • Collaborate remotely with internal departments and third-party BPO partners to resolve member issues efficiently and maintain service standards.
- • Complete comprehensive training programs to develop deep product knowledge of Bilt’s payments, credit, loyalty, and commerce ecosystem.
- • Stay current on new product releases, feature enhancements, and policy updates to accurately communicate benefits and changes to members.
- • Maintain organization and patience while addressing diverse member needs and adapting to the unique operational models of Bilt’s partner property managers and merchants.
- • Deliver exceptional customer service through digital channels, even when handling sensitive, complex, or emotionally charged inquiries.
- • Adapt to a rotating schedule that includes nights, overnights, or weekends (e.g., Thursday–Monday or 4PM–midnight) to support global member needs.
- • Attend mandatory in-person onboarding training in New York City from August 16th–21st, 2026, followed by four additional weeks of full-time, 9AM–6PM ET training with 100% attendance.
- • Uphold strict confidentiality when handling sensitive member data and proprietary business information.
- • Demonstrate initiative by taking on new responsibilities, learning platforms quickly, and maintaining focus in a fast-paced, evolving environment.
- • Apply critical thinking and attention to detail to solve problems creatively and adapt to frequent changes in processes and systems.
🎯 Requirements
- • 0-2+ years of professional experience in customer support, operations, or a related field
- • Extremely organized with strong written and verbal communication skills
- • Ability to work nights, overnights, or weekends (e.g., Thursday–Monday or 4PM–midnight)
- • Willingness and ability to attend in-person onboarding training in New York City from August 16th–21st, 2026, and complete 4 additional weeks of full-time 9AM–6PM ET training
- • Ability to handle confidential and sensitive member information with discretion
- • Strong adaptability and patience in a fast-paced, rapidly changing environment
🏖️ Benefits
- • Competitive salary of $50,000–$55,000 with equity stake and annual performance-based bonus
- • Health insurance for employees and dependents from day one, including a One Medical membership and wellness stipends
- • 401(k) plan with company match
- • Unlimited PTO
- • Exclusive employee-only Bilt Points
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Bilt Rewards
Bilt Rewards is a unique rewards program that allows consumers to earn points on rent payments, a significant monthly expense often excluded from rewards. The program partners with landlords and property managers, enabling renters to pay their rent through the Bilt app and earn points. These points can be redeemed for travel, fitness classes, or towards a down payment on a home. Bilt also offers a co-branded credit card that earns points on all purchases and provides additional benefits. The company operates in the fintech and real estate technology sectors, aiming to make homeownership more accessible and rewarding for renters.
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