Client Support Representative

You will be the first point of contact for customers seeking guidance or solutions on Built's platform. You will provide timely, effective support via phone, email, and chat, troubleshooting technical issues and clearly communicating solutions. You will escalate complex issues to senior team members, collect data to identify root causes, log and categorize incidents in a ticketing system, and document resolutions to improve knowledge bases. You will continuously expand your understanding of Built's products, advocate for customers, and collaborate with the team to streamline support processes.

Responsibilities

• 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 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

Requirements

• 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

Benefits

• Equity in the form of stock options
• Medical, dental and vision coverage
• Unlimited PTO policy
• Learning Grant program to support ongoing professional development
• 401k with match and expedited vesting