Alliance Support Team Member

Role: Alliance Support Team Member

Reporting to: Director of Customer Experience & Alliance Support Manager

Location: New York, NY 

What is Bilt?

Bilt Rewards is the first program for consumers to earn rewards on rent and daily neighborhood spend while creating a path towards home ownership. 

With an alliance of the nation’s largest real estate owners, Bilt Rewards enables renters in more than three million units across the country to earn points just by paying rent. 

Bilt Rewards boasts one of the highest value rewards programs on the market today, including one-to-one point transfers to twelve loyalty programs allowing members to travel across more than 100 major airlines and hotel partners; fitness classes at the country’s top boutique studios; limited-edition and exclusive collections of art and home decor through the Bilt Collection, and the ability to use points for rent credits or towards a future downpayment. 

Bilt has also partnered with Mastercard to create the Bilt Mastercard - the first and only credit card that can be used to pay rent with no fees. 

What’s the role? 

As a member of the Alliance Support team, you will play a key role in supporting Bilt’s partner relationships and member services team. You’ll be an extension of the Bilt Customer Experience team acting as a liaison between our Bilt Alliance Partners and internal resident support teams.  

In this role you will: 

• Provide dedicated support to property management partners within the Bilt Alliance network, handling inquiries about payments, product integrations, and technical issues
• Serve as the primary point of contact for property managers, delivering support to resolve complex inquiries involving multiple departments within Bilt 
• Triage property management support tickets and identify trends, escalating to appropriate internal Bilt teams as needed
• Partner with Finance, Product, and Engineering teams to resolve alliance partner issues and contribute to program improvements
• Demonstrate strong understanding of each property management company's unique business operations and needs
• Document partner feedback and escalate recurring issues to help improve alliance partner experience
• Manage escalations from property management teams while balancing competing priorities

In terms of qualifications we’re seeking: 

• 2-4 years of professional experience in a support or operations type role
• Individuals who are hardworking and driven, able to manage multiple priorities simultaneously, at various stages
• Extremely organized with strong writing skills. Expert communicator in both small-talk and high-pressure moments 
• A team player who’s able to learn new platforms quickly and work in a fast-paced environment with technical teams
• Ability to deal with extremely confidential and sensitive information
• Excellent problem solving and researching skills, ability to use critical thinking for solutions
• Develop and deliver training materials and sessions to educate property managers on Bilt's system, features, and best practices to ensure successful platform

Bonus points: 

• Knowledge of the start-up world, bonus points if with a fintech or real-estate related company
• Basic Accounting, banking background, or finance major 
• Experience with property management systems/ RMS 
• Zendesk experience (admin preferred)
• Reward points knowledge

Benefits:

• 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, wellness stipends, family programs and more, on us. We’ve got you and your family covered from day one.
• 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.
• Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.
• UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
• Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
• Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.

At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt’s salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.

We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.

Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role.  As such, new hires typically start at the lower end of the range.  Bilt  rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

The salary range for an Alliance Support Team Member is 70 - 75K and will be eligible for equity and an annual performance based bonus.