Client Support Representative

Built's Mission: Connect and simplify doing business in real estate. Built is the AI-powered platform transforming the way real estate is financed, developed, and managed. Purpose-built for real estate and construction, Built began by fixing construction draw management for lenders and has grown into a comprehensive operating system addressing some of the industry’s most complex challenges. Today, Built is a partner to more than 350 lenders, over 80,000 borrowers and owners, and thousands of contractors, powering 86,000 active projects valued at more than $300 billion. Learn more at getbuilt.com. __________________________ Client Support Representative At Built, our Customer Support team is the first point of contact for customers seeking guidance or solutions on our platform. As a Customer Support Representative, you'll deliver exceptional experiences while mastering our industry-leading construction and real estate finance technology products. Beyond troubleshooting and guidance, you'll be a customer advocate, driving improvements to enhance the Built user experience. This role offers a dynamic, supportive environment to grow your technical expertise and professional skillset. What You'll Do Provide timely, effective support via phone, email, and chat, troubleshooting technical issues and clearly communicating solutions. Escalate complex issues to senior team members as needed. Collect data using monitoring and support tools to identify root causes and drive resolutions. Log and categorize incidents in a ticketing system to extract valuable customer and product insights. Document resolutions and contribute to improving internal and customer-facing knowledge bases. Continuously expand your understanding of Built's products, services, and tools. Advocate for customers and provide insights to enhance their experience. Maintain professionalism and confidentiality in all customer interactions. Meet performance metrics, including response time and customer satisfaction. Collaborate with the team to streamline support processes and raise standards. Ideal Profile & What You'll Bring 2+ years of experience in technical support, help desk, or customer service, preferably in software or financial services. A great listener and problem solver with a strong customer service mindset. Strong problem-solving skills and a customer-first approach. Exceptional communication skills, able to explain technical concepts to non-technical users. A team player with a positive attitude and respect for colleagues. A quick learner eager to master technical systems and new tools. A dependable, process-driven individual who can improve and follow procedures. Familiarity with customer support tools (e.g., Salesforce, Zendesk), Jira, and Google Suite is a plus. Built’s salary range for this position is $45,000 - $65,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees. Your total rewards package at Built will include equity, top-notch medical, dental and vision coverage, an unlimited PTO policy, and other benefits. __________________________ Travel Requirement: If the role isn't required to be hybrid or on-site, non-local candidates (not based in Nashville metro) must be able to travel at minimum twice per year to Nashville, TN or another designated location for company-wide events (e.g., "Connect Week"). Additional travel may be required based on business needs and role responsibilities. Perks: The rare opportunity to radically disrupt a $1.5T industry Competitive benefits including: uncapped vacation [US ONLY], health, dental & vision insurance Robust compensation package, including equity in the form of stock options Learning Grant program to support ongoing professional development 401k with match and expedited vesting [US ONLY] Built brings together passionate people who are driven in a variety of disciplines, each bringing their unique perspective to everything they do. We’re committed to building a safe, inclusive workplace where every employee can succeed, and we recruit, hire, and promote fairly - without bias based on race, color, religion, sex, sexual orientation, gender identity, marital status, veteran status, or any other characteristic protected by law. Greenhouse Data Disclosure: When you apply to a job on this site, the personal data contained in your application will be collected by Built Technologies (“Controller”). Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for current or future employment. You have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. If you would like to contact Controller to ask questions surrounding processing of your personal data or to make a request, you can send an email to View email address on click.appcast.io. California residents: Please note that Controller does not sell your personal data or share it with third parties outside of Greenhouse Software, Inc.