Client Support Representative

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.

Built's platform for the construction finance industry modernizes the movement of money between all stakeholders within the construction and real estate process to manage risk and maximize productivity. Built provides software, payments, B2B marketplace, and data solutions to more than 190 of the top financial institutions and hundreds of contractors throughout North America.

In addition to our recent $125M Series D funding and $1.5B valuation, we're proud to have been named one of Forbes' Best Startup Employers in America and one of The Tennessean's 2022 Top Workplaces. 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

• Series D Financing Round
• Built Upon 2021 Success

As a Client Support Representative for the Built Application, you will make an impact in the real world using cutting-edge technology. You will work across the Built Technologies team and our clients addressing real-world problems in the FinTech space. You will be the primary point of contact as support for basic incident resolution and requests reported to the Built service desk. The Client Support Representative is responsible for collecting information through valuable client conversations, accessing support tools, and effectively utilizing additional technical support staff if needed. You will be the voice of the client and help continue to shape the overall user experience and ongoing development of potential features and functionality to our platform.

In this Role, You Will:

• Be a team player, have a positive attitude and respect your team
• Promptly address, analyze and resolve basic incidents and requests, engaging other Built resources as needed to resolve client issues.
• Define and use appropriate categories for logging incidents and requests
• Identify patterns and suggest remedies that will enhance the client experience
• Enjoy problem-solving and willing to dig into the app to solve or identify a problem
• Proactively follow-up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and client communication is complete. Documenting the solution to self-help, FAQs and other client resources
• Highly focused on providing exceptional client service and timely resolution or escalation to client incidents and requests. Ensuring consistent communication on the status of resolution and doing so an upbeat positive attitude that reflects our culture.
• Technical support advocate for clients, ensuring an end-to-end client experience
• Inspired to continue to learn all facets of the platforms and new products and functionality to better support client needs.
• Service. Your top priority is the user, our client. It doesn't matter what, how, or why something has gone wrong, you'll jump in and take ownership of problems that might not even be in your team's scope to ensure the user is always getting the best experience possible.
• Operates with sensitivity around Built processes, policies, and procedures, as well as maintains and protects confidentiality around all aspects of bank and bank client's financial and construction progress
• Available for scheduling between 7AM and 7PM CST as needed

Qualifications:

• 2-4+ years of technical client support or help desk experience in financial services
• Understanding of budgets and financials of a loan; construction lending knowledge a plus
• You get client service and have an ability to adapt and learn our client service standards and best practices
• Familiar with various software support platforms and ancillary tools, Salesforce Service Cloud and/or Atlassian experience is a plus
• Proficient knowledge of G-Suite

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Our Perks

• The rare opportunity to radically disrupt an industry
• Competitive benefits including: uncapped vacation, health, dental & vision insurance, and 401k
• Robust compensation package including base salary, quarterly bonus, and equity
• Flexible working hours, paid family leave, ERGs & Mentorship opportunities
• Learning grant program to support ongoing professional development

Our company is made up of passionate people who are driven in a variety of disciplines-and each of them bring their unique perspective to everything they do. Creating a safe and inclusive workplace is critical to the success of our company and of our employees, so it's our aim to recruit, hire and promote without bias against race, color, religion, sex, sexual orientation, gender identity, marital status, veteran status or any other status protected by applicable law. As we learn and as we grow, we're committed to ensuring that these ideals are at the forefront of everything we do.