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Client Support Representative

Nashville (Hybrid)

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. Since our founding in 2015, we've partnered with over 140 of the top financial institutions in the U.S. and Canada, including 35+ of the top 100 U.S. construction lenders.

With our latest $1.5B valuation, we’re on a continued growth trajectory and are committed to attracting the best talent in the world. We want you to be a part of this exciting journey.

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Client Support Representative

At Built Technologies, our Client Support team is the first point of contact for customers seeking guidance or solutions on our platform. As a Client 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.

In This Role, You Will:

  • 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 client-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.

Who You Are:

  • A great listener and problem solver with a strong customer service mindset.
  • 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.

Qualifications:

  • 2+ years of experience in technical support, help desk, or customer service, preferably in software or financial services.
  • Strong problem-solving skills and a customer-first approach.
  • Exceptional communication skills, able to explain technical concepts to non-technical users.
  • Familiarity with customer support tools (e.g., Salesforce, Zendesk), Jira, and Google Suite is a plus.

 

Built’s salary range for this position is $45,000 - $60,000 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.

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 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 brings 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.

Greenhouse Disclosure

When you apply to a job on this site, the personal data contained in your application will be collected by Built Technologies (“Controller”). Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, 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 Controller to help manage its recruitment and hiring process on Controller’s behalf.

Your personal data will be retained by Controller as long as Controller 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 to right to data portability.

If you would like to contact Controller to ask questions surrounding processing of your personal data or to make a request, you can send an email to privacy@getbuilt.com.

For California residents: Please note that Controller does not sell your personal data or share it with third parties outside of Greenhouse Software, Inc.

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