Built In
United We Tech.
Chicago, IL

Customer Support Specialist at Built In

| Chicago
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At Built In, the health, safety and well-being of our employees and of our communities is a top priority. Due to the effects of COVID-19, we have decided to manage our entire business remotely until further notice. HQ-based employees will temporarily work from home until it is safe to return to our office. As we continue to grow, we are excited to be hiring for all open roles and look forward to meeting with qualified candidates in a virtual setting. For anyone who joins our team (yay!), your onboarding experience will also be conducted virtually. Thank you for your interest in Built In and be safe! 
Hello, we’re Built In

Built In is the most powerful online recruiting solution for tech companies across seven U.S. markets. The network of Built In sites provides an exclusive, behind-the-scenes look at the innovative products and cultures of today's top tech companies. Currently HQd in Chicago, Built In operates sites in Chicago, Los Angeles, Colorado, Austin, New York, Boston, Seattle, and San Francisco.

By working at Built In, you’ll have the chance to work directly with the latest and fastest-growing technology companies all around the country. We help other companies solve their biggest pain points — talent and awareness — with our employer branding and recruitment solutions. 

We’re looking for a Customer Support Specialist

As our first Customer Support Specialist, you will be responsible for working with the Manager of Technical Solutions to build, refine, and implement the customer support process. You will work internally with customer success, account management, and the product team to help support customer retention, growth, and happiness. You will be responsible for resolving customer issues and proactively identifying improvements to the product. In this role, you will also help build, implement, and refine the customer support process. In short, the entire role is to deliver a happy, satisfied, referring customer while learning from the customer to improve Built In. You must be comfortable working at a fast pace, treating the “job” as your own business, and thrive on learning daily.

How you’ll contribute
  • Work cross-functionally with internal teams to create a repeatable customer support experience across various channels (email, chat, and occasionally calls)
  • Partner with Manager of Technical Solutions to create customer support’s standard operating procedures 
  • Standardize troubleshooting procedures for commonly seen issues and develop documentation that’s easy to understand for customers
  • As a Senior leader in the CS Org, you will lead by example for future customer support specialists and the CS Org as a whole to ensure the organization is improving.
  • Effectively resolve and/or escalate all customer support tickets via email, chat, and Zoom calls (if requested) in an accurate and timely manner utilizing strong interpersonal and communication skills that allow you to match technical complexity with the appropriate audience
  • Create alternative or unique solutions on technical scenarios when needed to help customers meet their goals
  • Contribute ideas to overall company strategy and product roadmap by proactively identifying and reproducing bugs and determining high-impact opportunities to enhance Built In products and services
  • Develop in-depth knowledge of all Built In products and services to assist with document creation and other customer projects as necessary 
  • Maintain accurate records of all activities and interactions in Salesforce
What you need
  • Bachelor’s degree
  • 1-3 years’ experience with front-end technical/customer support – specifically with SaaS solutions
  • Working knowledge of web technologies (CSS, HTML, HTTP, APIs, etc.)
  • A solutions-oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly
  • A passion for customer support and the role it plays in making a customer-centric team successful
  • Empathy for customers, and a passion for helping them.
  • Excellent independent work and problem-solving attitude in a constantly changing and frequently ambiguous environment
  • Team player with a strong sense of ownership and get things done attitude
  • Strong project-management skills, including great attention to detail
  • Diplomacy and grace under pressure.
  • Understand success analytics and are comfortable sharing your success metrics and being held to goals.
Impress us even more
  • Past experience building processes that resulted in better outcomes for the business
  • Eager to be part of a growing organization and the challenges that come with it
  • Experience with Salesforce, Drift, Zendesk, and Jira
What we value

We’re revolutionizing tech recruitment. So we question everything, because the best answers sit just to the right of a question mark. That’s our heritage as a disruptive company — as a company whose future depends on our capacity to innovate with a sense of drive, purpose and urgency. If you join Built In, you will work from this set of values: 

  • Be Inclusive, Always. We’re committed to a culture where all people are respected, have a say and can be their whole selves. We will uplift and advocate for one another. Always.
  • Be Unreasonably Passionate. Our passion is borderline obsessive, and we’re ok with that. No one ever built anything great on a “meh.” We work with outsized passion to fulfill our mission.
  • Be Humble. You don’t have all the answers. Luckily, you don’t have to. Don’t worry about being right. Be humble instead. 
  • Stay Curious. Curiosity is a springboard to the future. It can transform the wisp of an idea into a breakthrough. We ask “what if.” We work with wonder. It’s how we innovate.
  • Lead with Solutions. Question everything. But offer solutions as you do. Raise issues. But propose a few answers. For every hole you poke, offer a way to patch it up. 
  • Own the Result. We have no time for blame or shame. When you stumble, own it, learn from it + get back to business.
  • Do More. Do more than your job description. Take initiative. Take charge. No job is beneath you, and no job is too big. Be a leader and do more — do whatever it takes.

Built In is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

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Where we are

Chicago's loop is our home + heart. The commute? A cake walk. And the trendiest eateries, bars + shops are only a short walk away.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • Vue.jsLibraries
    • SymfonyFrameworks
    • Maria DBDatabases
    • MemcachedDatabases
    • MySQLDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • InDesignDesign
    • ZeplinDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • MailChimpEmail
    • MarketoLead Gen
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What are Built In Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Built In has culture and fun committees that manage events and programs from our charitable initiatives to our intramural sports teams.
Daily stand up
Open door policy
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
We pay a really nice chunk of the cost of premiums for medical, dental, vision and disability.
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Come in your sweatshirt, jeans, college jersey. We don't care. We focus on the quality of your work and your collegiality more than on your apparel.
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Built In has a fully stocked kitchen including unlimited snacks, coffee, cold brew on tap, tea and all of the flavored LaCroix you can handle.
Some Meals Provided
Lunch provided daily (Monday through Thursday)
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Promote from within
Continuing Education stipend
We offer $500 annually for continuing education.

Additional Perks + Benefits

We operate as a flat organization where everyone is responsible to self-manage and take ownership of their work. We are humble, hardworking, honest and fun. And we regularly debate office pets, take turns DJing and find time to celebrate our wins as a company.

An Insider's view of Built In

What’s the vibe like in the office?

Good vibes are a top priority around here. You'll hear music played from our playlist that the entire company co-builds, you'll see a movie streaming on TV and, if you catch us at lunch, you'll see the entire office sitting at our communal table. We work hard every day but we always make time to spend together.

Adam

Product + Growth

What are some things you learned at the company?

It’s pretty remarkable to experience an entire company operating as one team. At Built In, we tackle problems and achieve goals together, sharing in the responsibility of successes and downfalls alike.

Alyssa

SEO Strategist

How do you empower your team to be more creative?

The new business team has a big impact on strategy, so it’s important to cultivate creativity and innovation. In our “Idea Friday" meetings, we share new ways to sell — and “anything goes.” The ideas can be great or totally unrealistic, because it’s about sparking creativity. The best part is that some of these ideas have shaped our strategy.

Emma

VP, Sales

How does the company support your career growth?

Success means more here. It not only is being noticed by my team but it positively impacts Built In’s overall results. Our team is made of strong individuals working together to build our revolutionary platform.

Samantha

Sr. Account Executive

Jobs at Built In
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