Back to jobs
New

Senior Manager, Customer Support

Nashville (Hybrid)

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.
__________________________

Role Summary & Scope

Our Customer Support team is the front door for every lender, owner, general contractor, and vendor who uses Built. This team is at the beginning of a major transformation: we’re building AI-powered support from the ground up — installing auto-resolution, standing up deflection workflows, and fundamentally changing how cases are handled. The humans on this team will shift from volume handling to harder problem-solving, knowledge gap closure, and making the AI system smarter with every case.

We’re hiring a Senior Manager of Customer Support to own the performance and development of this team through that transition. This is a people leadership role first - you’ll manage a team of escalation handlers, an L1 team lead, and an AI systems lead, and you’ll be accountable for the metrics, the culture, and the growth trajectory of every person on your team. You’ll also own the cross-functional relationships that keep support tightly connected to Client Success, Marketplace Operations, Implementation, and Product, Design & Engineering.

The role reports directly to the Director of Operations. If you want to lead a team that’s building what modern B2B support looks like, this is the job.

What You’ll Do

Own Team Performance

  • You are accountable for CSAT, first-contact resolution, SLA achievement, L1 escalation rate, and AI auto-resolution rate. These aren’t dashboards you glance at — they’re outcomes you drive.
  • Stand up AI auto-resolution from zero. Today, every case reaches a human. You’ll partner with the AI Systems Lead to install deflection workflows, build the feedback loop between human agents and the AI, and drive toward meaningful auto-resolution rates.
  • Drive SLA achievement toward near-100% as AI tooling comes online. AI handles the volume; your team handles the complexity. The combination should mean customers almost never wait.

Lead and Develop Your People

  • Directly manage the L1 Team Lead, escalation handlers (L2/L3), and the AI Systems Lead. Run regular 1:1s. Set clear expectations. Hold people accountable and invest in their growth.
  • Drive the people development agenda for the team, especially at the L1 level. As AI takes over routine case volume, the traditional L1 role will phased out. The L1s on this team need to grow into more capable problem-solvers — building deeper product expertise, developing diagnostic skills, and becoming subject-matter experts who can handle the cases AI can’t. You own that development path.
  • Help your team understand where their roles are going and build the skills to get there. The shift from volume handling to expert-level resolution is a significant change — your job is to make it a growth opportunity, not a disruption.
  • Create a team environment where high performers are recognized, underperformance is addressed directly, and everyone has a clear sense of what good looks like.

Own Cross-Functional Relationships

  • Serve as the primary point of contact between Customer Support and Client Success, Marketplace Operations, Implementation, and Product, Design & Engineering. Ensure handoffs are clean and nothing falls through the cracks.
  • The PD&E relationship is constant. Bug tickets flow from your team to engineering. Voice-of-customer insights and product ideas surface through your team to product and design. You own the process that makes both of those loops reliable and high-signal.
  • As Built’s support scope expands, absorbing workflows like billing exceptions and inspector reassignments from Marketplace Operations, partner with the Director of Operations to bring new work into the team without breaking what’s already working.
  • Advocate for the team with senior leadership. Surface headcount needs, tooling gaps, and PD&E requests with clear business justification.

What Success Looks Like

  • Continually improving CSAT scores with SLA achievement approaching near-100% as AI tooling is deployed.
  • High first-contact resolution rate and declining L1 escalation rate across all product lines.
  • AI auto-resolution stood up from zero and delivering measurable deflection, with a clear trajectory toward scale — without degrading human support quality.
  • A reliable, high-signal feedback loop with PD&E: bug tickets are clean and actionable, VOC insights are surfaced consistently, and product ideas from the support floor reach the right people.
  • A well-developed, accountable team where people are growing, expectations are clear, and performance conversations happen in real time — not just during review cycles.
  • Smooth cross-functional operations with Client Success, Marketplace Operations, Implementation, and PD&E — no dropped handoffs, no ambiguity about who owns what.

Skills & Experience

What We’re Looking For

  • Proven experience managing a customer support or customer-facing operations team — not just coordinating work, but owning team performance and developing individuals.
  • Track record of accountability: you’ve managed to metrics (CSAT, SLA, FCR, escalation rate, or similar), diagnosed problems when numbers moved, and driven improvement.
  • Experience leading through change — whether that’s a shift in team scope, a new toolset, or a transition in how work gets done. You don’t just absorb change; you help your team navigate it.
  • Strong cross-functional instincts, especially with engineering and product teams. You know how to manage a bug ticket pipeline, surface customer insights to product, and keep handoffs clean across organizational boundaries.
  • Direct, clear communication. You can advocate for your team with senior leadership, deliver tough feedback to a direct report, and write a crisp status update — all in the same day.
  • Comfort operating in a B2B SaaS environment. Experience in construction finance, lending, or fintech is a strong plus but not required.

Nice to Have

  • Familiarity with AI-assisted support workflows (chatbots, copilots, auto-resolution systems) and an informed perspective on how AI changes the support operating model — especially standing it up for the first time.
  • Experience with knowledge base management as a lever for deflection and support quality.
  • Background in construction finance, lending operations, or a related regulated industry.
  • Experience managing the support-to-engineering feedback loop: bug triage, VOC programs, or product insight reporting.

 

Built’s salary range for this position is $140,000-$200,000 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: Remote teammates (i.e. not based in Nashville metro) must be able to travel at minimum twice per year to Nashville, TN or another designated location for company-wide events (e.g., "Connect Week"). Additional travel may be required based on business needs and role responsibilities.

Perks:

  • The rare opportunity to radically disrupt a $1.5T industry
  • Competitive benefits including: uncapped vacation, health, dental & vision insurance
  • 401k with match and expedited vesting 
  • Robust compensation package, including equity in the form of stock options  
  • Learning Grant program to support ongoing professional development

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, marital status, veteran status, or any other characteristic protected by law.

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

Create a Job Alert

Interested in building your career at Built Technologies? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Built Technologies’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.