Client Support Representative (Fintech)

TL;DR

Client Support Representative (Fintech): Providing technical guidance and troubleshooting for a real estate finance platform with an accent on customer advocacy and product improvement. Focus on resolving complex technical issues, managing ticketing workflows, and documenting solutions to enhance the user experience.

Location: Hybrid in Nashville, TN

Salary: $45,000 – $65,000 USD

Company

Built is an AI-powered platform transforming the way real estate is financed, developed, and managed.

What you will do

• Provide timely support via phone, email, and chat to troubleshoot technical issues and communicate solutions.
• Collect and analyze data using monitoring tools to identify root causes and drive resolutions.
• Manage and categorize incidents in a ticketing system to extract product and customer insights.
• Develop and maintain internal and customer-facing knowledge base documentation.
• Advocate for users and provide feedback to enhance the overall platform experience.
• Collaborate with the team to streamline support processes and meet performance metrics.

Requirements

• 2+ years of experience in technical support, help desk, or customer service.
• Experience in software or financial services is preferred.
• Strong problem-solving skills and a customer-first mindset.
• Exceptional communication skills, with the ability to explain technical concepts to non-technical users.
• Must be based in or able to work in Nashville, TN (Hybrid).

Nice to have

• Familiarity with Salesforce, Zendesk, Jira, and Google Suite.

Culture & Benefits

• Comprehensive compensation package including stock options.
• Medical, dental, and vision insurance.
• Unlimited PTO policy.
• 401k with match and expedited vesting.
• Learning Grant program for ongoing professional development.