Client Support Representative Nashville; Hybrid

Overview

Built's Mission: Connect and simplify doing business in real estate. Built is the AI-powered platform transforming the way real estate is financed, developed, and managed. Through its connected product suite, Built enables stakeholders to finance, develop, build, own, and operate smarter—all in one place. Built is partnered with lenders, borrowers and owners, and contractors to power projects valued at hundreds of billions of dollars.

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At Built Technologies, our Client Support team is the first point of contact for customers seeking guidance or solutions on our platform. As a Client Support Representative
, you’ll deliver exceptional experiences while mastering our industry-leading construction and real estate finance technology products. Beyond troubleshooting and guidance, you’ll be a customer advocate, driving improvements to enhance the Built user experience. This role offers a dynamic, supportive environment to grow your technical expertise and professional skillset.

• Provide timely, effective support via phone, email, and chat, troubleshooting technical issues and communicating solutions clearly.
• Escalate complex issues to senior team members as needed.
• Collect data using monitoring and support tools to identify root causes and drive resolutions.
• Log and categorize incidents in a ticketing system to extract valuable customer and product insights.
• Document resolutions and contribute to improving internal and client-facing knowledge bases.
• Continuously expand your understanding of Built’s products, services, and tools.
• Advocate for customers and provide insights to enhance their experience.
• Maintain professionalism and confidentiality in all customer interactions.
• Meet performance metrics, including response time and customer satisfaction.
• Collaborate with the team to streamline support processes and raise standards.

• A great listener and problem solver with a strong customer service mindset.
• A team player with a positive attitude and respect for colleagues.
• A quick learner eager to master technical systems and new tools.
• A dependable, process-driven individual who can improve and follow procedures.

• 2+ years of experience in technical support, help desk, or customer service, preferably in software or financial services.
• Strong problem-solving skills and a customer-first approach.
• Exceptional communication skills, able to explain technical concepts to non-technical users.
• Familiarity with customer support tools (e.g., Salesforce, Zendesk), Jira, and Google Suite is a plus.

Built’s salary range for this position is $45,000 - $65,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees.

Your total rewards package at Built will include equity, top-notch medical, dental and vision coverage, an unlimited PTO policy, and other benefits.

Travel Requirement: This role requires approximately 15% travel, as needed to support business priorities.

Travel Requirement:
Teammates must be able to travel at minimum twice per year to Nashville, TN or another designated location for company-wide events (e.g., "Connect Week"). Additional travel may be required based on business needs and role responsibilities.

• The rare opportunity to radically disrupt a $1.5T industry
• 401k with match and expedited vesting
• Robust compensation package, including equity in the form of stock options
• Flexible working hours, paid family leave, ERGs & Mentorship opportunities
• Learning grant program to support ongoing professional development

Built brings together passionate people who are driven in a variety of disciplines, each bringing their unique perspective to everything they do.

We’re committed to building a safe, inclusive workplace where every employee can succeed, and we recruit, hire, and promote fairly - without bias based on race, color, religion, sex, sexual orientation, gender identity, marital status, veteran status, or any other characteristic protected by law.

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