Client Support Representative

Built; Nashville (TN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Equity in the form of stock options

Unlimited PTO policy

401k with match and expedited vesting

Health, dental & vision insurance

Learning Grant program for professional development

Job summary

Built is searching for a Client Support Representative in Nashville, Tennessee. In this role, you will provide exceptional customer support, troubleshoot technical issues, and advocate for users to enhance their experience.

The ideal candidate should have 2+ years in technical support or customer service, possess strong problem-solving skills, and excellent communication abilities, making them a great fit for this dynamic environment. Competitive salary range is $45,000 – $65,000 per year.

Qualifications

• 2+ years of experience in technical support or customer service.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and customer-first approach.

Responsibilities

• Provide effective support via phone, email, and chat.
• Collect data to identify root causes of issues.
• Log incidents in a ticketing system for insights.

Skills

Customer service mindset

Problem-solving skills

Communication skills

Technical support experience

Team player

Tools

Salesforce

Zendesk

Jira

Google Suite

Job description

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 $45,000 – $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

If the role isn’t required to be hybrid or on‑site, non‑local candidates (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 $1.5 T industry
• Competitive benefits including uncapped vacation [US ONLY], health, 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, marital status, veteran status, or any other characteristic protected by law.