Client Support Representative

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

Benefits offered by this job

Equity in the form of stock options

Learning Grant program

401k with match

Unlimited PTO policy

Job summary

Built Technologies in Nashville, TN is seeking a Customer Support Representative to deliver exceptional experiences to users of their AI-powered real estate platform. In this dynamic role, you'll be the first point of contact for customers, troubleshooting issues and advocating for their needs.

The ideal candidate has 2+ years of technical support experience and superior communication skills. The position offers a salary range of $45,000 to $65,000 annually, along with a robust benefits package including equity, health coverage, and unlimited PTO.

Qualifications

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

Responsibilities

• Provide support via phone, email, and chat.
• Escalate complex issues to senior team members.
• Document resolutions and improve knowledge bases.

Skills

Technical support experience

Problem-solving skills

Customer service mindset

Communication skills

Familiarity with customer support tools

Tools

Salesforce

Zendesk

Jira

Google Suite

Job description

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. 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.

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.

Salary & Benefits

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 $1.5T industry
• 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]

Equal Employment Opportunity

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.