Manager of CX Social Media, Bilt Rewards
$70-85k
+ Equity + Annual Performance-Based Bonus
4-5 days a week in office (NoH, NYC)
Loyalty program for property renters
Job no longer available
Loyalty program for property renters
101-200 employees
Job no longer available
$70-85k
+ Equity + Annual Performance-Based Bonus
4-5 days a week in office (NoH, NYC)
101-200 employees
Company mission
To give young people a way to earn rewards on their rent payments, and to help them on the path toward homeownership
Role
Who you are
- Bachelor's degree
- 2-4 years of experience in customer service, preferably building and growing successful customer service socials
- Strong understanding of social platforms, content types, and performance metrics
- High emotional intelligence and strong interpersonal skills
- Ownership mentality with bias for action in fast-paced environments
- Collaborative approach with proven ability to gain alignment across diverse stakeholders
- Excellent organizational and project management skills
What the job involves
- As Manager, CX Social Media at Bilt, you will serve as the brand's frontline voice across social media, ensuring timely, thoughtful responses to customer inquiries and fostering positive relationships with the community
- You'll develop scalable support systems, monitor sentiment trends, and collaborate with internal teams to deliver accurate, thoughtful service
- Your work will directly shape customer experience and drive loyalty through strategic engagement and feedback reporting
- Develop a deep understanding of Bilt’s product and service offerings through customer training
- Monitor and respond to all customer inquiries across social media channels, ensuring timely resolution and exceptional service standards
- Develop a comprehensive response framework for common customer issues, maintaining brand voice and empathy
- Track customer sentiment metrics using social listening tools to identify trends and opportunities for service improvement
- Create and maintain an organized ticketing system to escalate complex customer issues to appropriate internal teams
- Build relationships with repeat customers and high-profile accounts to foster brand loyalty and positive word-of-mouth
- Develop clear internal guidelines for crisis communication and complaint management on social platforms
- Collaborate with product and service teams to gather accurate information for customer responses
- Maintain detailed documentation of customer interactions to inform future service strategies and training
- Create weekly reports highlighting customer feedback themes to share with leadership and relevant departments
Our take
Millions of Americans participate in credit card programs that enable them to earn points from everyday spending. Bilt is a loyalty program that enables renters to earn points from what is typically their largest monthly outgoing: rent.
Landlords have long been unwilling to accept payment by credit card due to the high fees involved, an issue Bilt is tackling head-on. Within a few months of launching in mid-2021, Bilt was serving more than 2 million rental units. Whilst focusing on rent payments in the beginning, Bilt hopes to morph into an end-to-end service for renters looking to buy a home, which could eventually involve becoming a mortgage provider.
Bilt is targeting a lucrative market of 109 million renters in the US alone, with 4 million rental units using its platform. The company has secured impressive funding of more than $200 million led by General Catalyst Partners, which it is using to expand its Rewards Alliance programme - a partnership of multifamily, single family and student housing operators - alongside the local merchant focused Neighborhood Rewards program.
Steph
Company Specialist at Welcome to the Jungle
Insights
55% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2024
$150m
LATE VC
Jan 2024
$200m
LATE VC
Total funding: $563.3m
Company 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 yourself 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
Company HQ
NoHo, New York, NY
Leadership
Ankur Jain
(CEO)Serial entrepreneur and current Founder & CEO of Kairos, a venture studio. Also founded Humin which they sold to Tinder in 2016, and Bilt (as part of Kairos).
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