Customer Support Team Lead

What is Bilt? Bilt is the loyalty program for renters, transforming rent payments into valuable rewards while connecting members with exclusive Neighborhood Benefits™. With every on‑time rent payment, members earn Bilt Points – the industry's most valuable and flexible points currency – which they can transfer 1:1 to airline miles and hotel points, use to offset future rent, redeem for everyday purchases, or save toward a down payment.

Members also build credit history automatically as Bilt reports rent payments to all three major credit bureaus for free, and unlock special rewards each month with Rent Day®.

What’s the role? As the Customer Support Team Lead, you’ll drive the day-to-day success of a remote Customer Support team, combining people leadership with process improvement. You’ll coach, develop, and support agents while partnering with Learning & Development and CX + HRBP to ensure customers receive quick, effective, and empathetic support in a fast‑moving environment.

• Lead and coach a remote team of Customer Support agents—setting goals, giving feedback, and fostering a culture of accountability and growth.
• Oversee daily operations to ensure SLAs, QA standards, and escalation protocols are met.
• Monitor key metrics (CSAT, QA, first‑response time, resolution time) and translate insights into actionable improvements.
• Schedule all customer support agents.
• Collaborate with various teams to surface recurring issues, refine workflows, and maintain consistent communication.
• Analyze team performance and customer feedback to spot patterns, improve processes, and influence roadmap priorities.
• Drive accountability for customer satisfaction metrics and ensure the team consistently exceeds expectations.
• Contribute to a culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions‑first mindset.

• 3–5+ years of customer support experience, including at least 1 year in a team‑lead capacity.
• Analytical mindset with a track record of using performance metrics to drive process improvement.
• Adaptable and comfortable in a fast‑paced, scaling startup environment.
• Tech‑savvy with proficiency in internal tools and efficient customer communication management.
• Proven ability to manage and prioritize multiple tasks and projects simultaneously.
• Hands‑on experience with ticketing systems, support processes, performance metrics, and escalation management.
• Background in fintech, payments, or financial services preferred.
• Passion for building systems, empowering teams, and helping customers succeed.

• Competitive salary with meaningful equity stake and performance bonus program.
• Health insurance for you and your loved ones from day one, including a One Medical Membership, wellness stipends, family programs, and more.
• 401(k) plan with company match.
• Commuter FSAs.
• Unlimited PTO.
• Exclusive employee‑only Bilt Points.

Salary range for a Customer Support Team Lead is $65,000 - $75,000 and includes equity and an annual performance‑based bonus.

Mid‑Senior level

Full‑time

Information Technology