Client Support Representative

Client Support Representative

Built’s Client Support team serves as the first point of contact for customers whenever they have questions or issues while using the Built platform. As a Client Support Representative, you will collaborate with Built’s customers as well as teammates in Support, Product and Engineering, solving real-world challenges. In addition to directly supporting Built’s clients, you’ll play a key role in shaping the overall Built user experience and contributing to the ongoing development of our platform’s features and functionality.

In this Role, You Will:

• Become an expert on Built’s suite of cutting-edge solutions, continually learning as we release new products and features.
• Promptly address, analyze, and resolve basic client incidents and requests, engaging other Built resources as needed.
• Provide exceptional client service and timely resolution or escalation of incidents and requests, taking ownership and keeping clients informed via consistent communication.
• Serve as the voice of Built’s customers, fiercely assisting and advocating for them.
• Utilize a ticketing system to accurately categorize and log incidents and requests, providing data used to obtain valuable customer and product insights.
• Share insights and provide expertise to our partner teams to support product improvements that enhance the client experience.
• Identify patterns and suggest internal process improvements to more effectively and efficiently support our customers.
• Document solutions for self-help, FAQs, and other client and internal resources.
• Operate with sensitivity to Built’s processes, policies, and procedures, maintaining confidentiality around all aspects of bank and client financial and construction progress.
• Be available for scheduling between Monday - Friday, 7 AM - 7 PM CST as needed.

Who you are:

• A great listener, who can understand our clients and advocate for their needs.
• A dependable team player with a positive attitude and respect for your colleagues.
• A resourceful problem solver who is energized by identifying, investigating, and resolving issues.
• A learner, who is inspired to master all facets of the platform and new products to better support client needs.
• A process-driven executor, able to both follow and improve on processes and procedures.

Qualifications:

• [Required] 2-4 years of technical client support or help desk experience, preferably in B2B SaaS or financial services.
• Strong client service skills with the ability to adapt and learn our client service standards and best practices.
• Familiarity with various software support platforms and tools; experience with Salesforce Service Cloud and/or Atlassian is a plus.
• Proficient knowledge of Google Suite.
• [Bonus, not required] Understanding of budgets and financials related to loans; knowledge of construction lending is a plus.

Built’s salary range for this position is $45,000-$60,000 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.