In this role, you will… 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 In terms of qualifications, we're seeking: 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 is a plus Proficiency with support tools (e.g., Zendesk, Salesforce, Intercom) is a bonus but not required 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. Our goal is to highlight when expectations and Bilt's salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.