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 their favorite airline miles and hotel points, use them for future rent payments, redeem for everyday purchases, or save them for a down payment on a home.

Plus, they can build their credit history by automatically reporting their rent payments to all three major credit bureaus for free, and unlock exclusive rewards on the 1st of every month with Rent Day®. As part of being a Bilt Member, they also get even more value at over 40,000 merchants nationwide with exclusive Neighborhood Benefits™ at local restaurants, fitness studios, pharmacies, on Lyft rides, and more.

In partnership with the top multifamily owners and operators across the country, Bilt has become the largest network of homes that reward their residents on rent, managing payments for over 4.5MM units across the nation. Residents who live in the network make payments directly through the Bilt Payment Center and get access to benefits including additional earn opportunities on new leases, renewals, and more.

As the Customer Support Team Lead, you’ll be the driving force behind the day‑to‑day success of our remote Customer Support agents. You’ll lead a team of dedicated Customer Support agents who help customers through our platform. This role combines people leadership and process improvement—you’ll coach and develop the team, oversee operations, and partner closely with our Learning and Development and CX + HRBP teams to ensure our customers receive quick, effective, and empathetic support.

This position is ideal for someone who thrives in a fast‑moving environment, loves mentoring others, and isn’t afraid to dive into the details to find the root of a problem. You’ll play a central role in shaping the customer experience, driving operational excellence, and helping Cents continue to set the standard for industry‑leading support.

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

• 3 - 5+ years of experience in customer support — including at least 1 year in team lead capacity
• Analytical mindset with experience using performance metrics and driving process improvement.
• Adaptable and comfortable to 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, customer support processes, performance metrics, and escalation management is a significant advantage.
• Background in fintech, payments, or financial services preferred.
• A passion for building systems, empowering teams, and helping customers succeed.

• Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
• Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership,…