客户支持代表
Client Support Representative
**Built的使命：** 连接并简化房地产业务。
Built是一个由人工智能驱动的平台，正在改变房地产融资、开发和管理的方式。专为房地产和建筑行业打造，Built最初专注于解决贷款人的施工拨款管理问题，并已发展成为一套全面的操作系统，解决行业中一些最复杂的挑战。如今，Built是超过350家贷款机构、8万多名借款人和业主以及数千家承包商的合作伙伴，支持着价值超过3000亿美元的8.6万个活跃项目。了解更多信息，请访问[**getbuilt.com**](http://getbuilt.com)
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**客户支持代表**
在Built，我们的客户服务团队是客户寻求指导或解决方案的第一接触点。作为**客户支持代表**，你将提供卓越的体验，同时掌握我们领先的建筑和房地产金融技术产品。除了故障排除和指导，你还将作为客户代言人，推动改进以提升Built的用户体验。这个职位提供了一个充满活力、支持性的环境，帮助你提升技术能力和专业技能。
**你将负责**
- 通过电话、电子邮件和聊天及时有效地提供支持，解决技术问题并清晰地传达解决方案。
- 在需要时将复杂问题升级给高级团队成员。
- 使用监控和支持工具收集数据，识别根本原因并推动解决。
- 在工单系统中记录和分类事件，以提取有价值的客户和产品洞察。
- 记录解决方案并贡献到内部和面向客户的知识库改进中。
- 持续扩展对Built的产品、服务和工具的理解。
- 为客户发声，提供有助于提升其体验的见解。
- 在所有客户互动中保持专业性和保密性。
- 达到绩效指标，包括响应时间和客户满意度。
- 与团队合作，优化支持流程并提高标准。
**理想的背景与你带来的能力**
- 2年以上技术支持、帮助台或客户服务经验，最好是在软件或金融服务领域。
- 优秀的倾听者和问题解决者，具有强烈的客户服务意识。
- 强大的解决问题能力和以客户为中心的方法。
- 出色的沟通能力，能够有效表达。
查看英文原文
**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**.](http://getbuilt.com)
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**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.
**What You'll Do**
- 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.
Built’s salary range for this position is $55,000 - $65,000 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.
**__________________________** **Travel Requirement:** Employees who are not based in the Nashville area are required to travel to our Nashville office at least twice per year for company gatherings, such as Connect Week. Additional travel to Nashville may be required based on your role and business needs.
**Perks:**
- The rare opportunity to radically disrupt a $1.5T industry
- Competitive benefits including: uncapped vacation [US ONLY], medical, dental & vision insurance
- Robust compensation package, including equity in the form of stock options
- Learning Grant program to support ongoing professional development
- 401k with match and expedited vesting [US ONLY]
Built brings together passionate people who are driven in a variety of disciplines, each bringing their unique perspective to everything they do. We’re committed to building a safe, inclusive workplace where every employee can succeed, and we recruit, hire, and promote fairly - without bias based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, genetic information, or any other characteristic protected by law.
Built is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation during the application process, please share with your Talent Partner or email [careers@getbuilt.com](mailto:careers@getbuilt.com).
**_Greenhouse Data Disclosure:_** _When you apply to a job on this site, the personal data contained in your application will be collected by Built. Your personal data will be processed for the purposes of managing Built’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, communicating with you regarding your application (including via text message),and as is otherwise needed in the recruitment and hiring processes. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Built to help manage its recruitment and hiring process on Built’s behalf. Your personal data will also be shared with Grayscale Labs, Inc., a cloud services provider located in the United States of America and engaged by Built Technologies to facilitate candidate communications, including text messaging.Your personal data will be retained by Built as long as Built determines it is necessary to evaluate your application for current or future employment. You have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability._
[_Built Privacy Policy_](https://getbuilt.com/privacy-policy/)
_By providing your phone number, you consent to receive text messages from Built related to your application. Message and data rates may apply. You may opt out at any time by replying STOP._
_If you would like to contact Built to ask questions surrounding processing of your personal data or to make a request, you can send an email to_ _[privacy@getbuilt.com](mailto:privacy@getbuilt.com)._ _California residents: Please note that Built does not sell your personal data. For details on how your data is shared with our service providers, please see our [Privacy Policy](https://getbuilt.com/privacy-policy/)._