Client Support Representative

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 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.
• __________________________

Benefits

Additional Information

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.

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