Note: The job is a remote job and is open to candidates in USA. Bilt is a membership platform that connects members with property managers and local merchants. The Travel Concierge will be the frontline point of contact for Bilt members, assisting with travel-related inquiries and ensuring high-quality member interactions.
Responsibilities
- Respond to inbound member inquiries across channels (email, chat) related to travel bookings, rewards redemption, itinerary changes, and general travel questions
- Troubleshoot and resolve travel-related issues, including booking errors, cancellations, delays, and points discrepancies
- Guide members through the process of using Bilt points for flights, hotels, and other travel redemptions
- Escalate complex or sensitive cases to senior team members or partner contacts when appropriate
- Maintain accurate records of member interactions and resolutions in internal systems
- Collaborate with cross-functional teams (Loyalty, Product, Partner Operations) to relay member feedback and flag recurring issues
- Stay current on Bilt travel partners, promotions, policies, and platform updates to provide informed support
Skills
- 0–2 years of experience in customer service, hospitality, travel, or a related field
- A genuine interest in travel and helping people
- Strong written and verbal communication skills with a friendly, professional tone
- Comfort working in a fast-paced environment and managing multiple inquiries simultaneously
- A problem-solving mindset with the ability to think on your feet
- Familiarity with travel booking platforms or loyalty/rewards programs
- Proficiency with support tools (e.g., Zendesk, Salesforce, Intercom)
Benefits
- 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.
Company Overview
Bilt is a payments and commerce network that allows users to earn points on rent and HOA payments. It was founded in 2021, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.bilt.com/.