Client Support Representative

COMPANY OVERVIEW 

Built is a growth-stage company at the intersection of FinTech and PropTech. We are on a mission to change the way the world gets built with technology and services that streamline the $1.4T U.S. construction industry.

By providing a centralized platform for all industry stakeholders, Built enables increased efficiency, collaboration, transparency, and business agility—allowing customers to build and manage the communities around us more profitably and with more confidence. The Built platform is used by hundreds of leading North American lenders and asset managers, and thousands of developers, home builders, and contractors.

Recently, we secured $213M in new venture funding from both new and existing investors, propelling us to a $1.5B valuation. This achievement solidifies our position as Nashville’s newest unicorn. Bringing on the “best talent in the world” is at the forefront of our continued growth trajectory—and we want you to be part of it.

LINKS

• Life At Built & Habitat Build
• Series D Financing Round
• Built Recognized in Two American Business Award Categories
• Built Secures Investment from Citi

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 Serv