Customer Success Specialist

2 weeks ago

Nashville, Tennessee, United States Built Technologies Full time
COMPANY OVERVIEW

Built Technologies is a dynamic organization positioned at the crossroads of Financial Technology and Property Technology. Our mission is to revolutionize the construction sector, valued at $1.4 trillion in the U.S., through innovative technology and services that enhance operational efficiency.

By offering a unified platform for all participants in the construction ecosystem, Built fosters improved collaboration, transparency, and agility, enabling our clients to construct and manage their communities with greater profitability and assurance. Our platform is utilized by numerous prominent lenders and asset managers across North America, as well as thousands of developers, builders, and contractors.

Recently, we achieved a significant milestone by securing $213 million in new venture capital, elevating our valuation to $1.5 billion and establishing us as a leading player in the industry. Attracting top-tier talent is essential to our growth strategy, and we invite you to join our team.

CLIENT SUPPORT SPECIALIST

The Client Support team at Built serves as the initial point of contact for clients seeking assistance with our platform. As a Customer Success Specialist, you will work closely with our clients and collaborate with colleagues in Support, Product, and Engineering to address real-world challenges. Your role will not only involve direct client support but also contribute to enhancing the overall user experience and the continuous improvement of our platform's features.
Key Responsibilities:
  • Develop expertise in Built's innovative solutions, continuously updating your knowledge as we launch new products and features.
  • Quickly respond to, analyze, and resolve basic client inquiries and requests, involving other Built resources as necessary.
  • Deliver outstanding client service, ensuring timely resolution or escalation of issues while maintaining clear communication with clients.
  • Act as the advocate for Built's clients, passionately supporting their needs.
  • Utilize a ticketing system to accurately document and categorize inquiries, providing valuable insights into customer and product trends.
  • Share feedback and insights with partner teams to facilitate product enhancements that improve the client experience.
  • Identify recurring issues and propose internal process enhancements to better support our clients.
  • Create documentation for self-service resources, FAQs, and other internal and client-facing materials.
  • Adhere to Built's policies and procedures, ensuring confidentiality regarding all client and financial information.
  • Be available for scheduling during standard business hours as required.
Who You Are:
  • A skilled listener, capable of understanding and advocating for client needs.
  • A reliable team member with a positive outlook and respect for colleagues.
  • A proactive problem solver, motivated by the challenge of identifying and resolving issues.
  • A dedicated learner, eager to master all aspects of our platform and new offerings to better assist clients.
  • A methodical executor, skilled in following and enhancing established processes.
Qualifications:
  • [Required] 2-4 years of experience in technical client support or help desk roles, ideally within B2B SaaS or financial services.
  • Strong client service abilities, with a willingness to adapt to our service standards and best practices.
  • Familiarity with various software support tools; experience with Salesforce Service Cloud and/or Atlassian is advantageous.
  • Proficient in Google Suite applications.
  • [Bonus, not required] Knowledge of budgeting and financial aspects related to loans; familiarity with construction lending is a plus.
Built offers a competitive salary range for this position, designed to reflect the full spectrum of proficiency levels. Our total compensation package includes equity, comprehensive medical, dental, and vision coverage, an unlimited paid time off policy, and additional benefits.

Benefits:
  • The unique opportunity to significantly impact an industry.
  • Competitive benefits package, including unlimited vacation, health, dental, and vision insurance, and a 401k plan.
  • Attractive compensation structure, including base salary and equity options.
  • Flexible working hours, paid family leave, employee resource groups, and mentorship opportunities.
  • Learning grant program to support ongoing professional development.
Our team is composed of passionate individuals from diverse backgrounds, each contributing their unique perspectives. We are committed to fostering a safe and inclusive workplace, ensuring that our recruitment, hiring, and promotion practices are free from bias based on race, color, religion, sex, sexual orientation, gender identity, marital status, veteran status, or any other protected status. As we evolve, we remain dedicated to embedding these principles into our organizational culture.

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