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Bilt · 1 day ago

Customer Support Team Lead

United States

Full-time

Remote

Mid, Senior Level

$65K/yr - $75K/yr

3+ years exp

Bilt is a loyalty program for renters that transforms rent payments into valuable rewards. As the Customer Support Team Lead, you will oversee a team of remote Customer Support agents, ensuring operational excellence and a high standard of customer support while fostering a culture of growth and accountability.

FinTechLoyalty ProgramsReal EstateRental Property

Responsibilities

Lead and coach a team of remote Customer Support agents — setting goals, providing regular feedback, and fostering a culture of accountability and growth

Oversee daily operations to ensure SLAs, QA standards, and escalation protocols are consistently met

Monitor key performance metrics (CSAT, QA, first response time, resolution time) and translate insights into actionable improvements

Schedule all customer support agents

Collaborate with various teams and stakeholders to surface recurring issues, improve workflows, and ensure consistent communication across teams

Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities

Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations

Contribute to the culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions-first mindset

Qualification

Customer support experiencePerformance metrics analysisTeam leadershipProcess improvementTicketing systemsTech-savvyCustomer communicationAdaptabilityProject managementCollaboration

Required

3 - 5+ years of experience in customer support — including at least 1 year in team lead capacity

Analytical mindset with experience using performance metrics and driving process improvement

Adaptable and comfortable to a fast-paced, scaling startup environment

Tech-savvy with proficiency in internal tools and efficient customer communication management

Proven ability to manage and prioritize multiple tasks and projects simultaneously

Hands-on experience with ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage

A passion for building systems, empowering teams, and helping customers succeed

Preferred

Background in fintech, payments, or financial services preferred

Benefits

Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We’ve got you and your family covered from day one.

401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.

Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.

UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.

Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.

Company

Bilt

Bilt is a housing and neighborhood commerce network that transforms spend into rewards and benefits for everyone involved, and the first program to allow members to earn rewards on rent and HOA payments while building a path to homeownership.

Founded in 2021

New York, New York, USA

51-200 employees