Technical Project Manager - Zendesk Administrator

| Greater NYC Area | Hybrid
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Role: Zendesk Administrator - Technical Project Manager - Customer Experience

Reporting to: Director of Customer Experience

Location: New York, NY


As a member of the Kairos family, Bilt has created the rewards program for the next generation of credit cardholders and homebuyers. Our co-branded credit card allows renters to earn points and rewards by paying rent that can, in turn, be used towards future travel, home decor, rent credits, or even a down payment on a home.

With homeownership among millennials staggeringly low, and housing costs climbing by the day, our generation is renting longer, and paying more, than any other in US history. Compounded by the fact that home prices are significantly outpacing median income growth, first-time homeownership has never been more difficult - with all of this in mind, Bilt has the potential to be transformative for an entire generation and beyond. 

Come be a part of something that will be fun for most, travel-related for others, and life-changing for some.

Qualifications

  • A successful candidate will have experience working with no-code integration tools and the Zendesk API directly, and know when to leverage each method to solve a problem quickly and effectively
  • Purpose Driven: 2+ years of experience in delivering outcomes in Zendesk
  • You have run an integration project and have audited and optimized Zendesk to benefit all teams involved
  • Able to work cross functionally with product, engineering, marketing and customer experience teams

Responsibilities

  • Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards
  • Be the primary technical point of contact with third-party system providers connected to Zendesk
  • Develop reporting capabilities and KPIs for all Zendesk users
  • Implement and automate workflows within and across systems
  • Develop automation scripts that reduce frequent or time-consuming manual tasks
  • Serve as the primary system administrator for the Zendesk environment
  • Continuously improve the Zendesk platform and related customer support tools to manage our growing customer base and product portfolio
  • Design and implement contact forms, including triggers, conditional fields, etc
  • Work with Knowledge Management to identify opportunities to improve the customer experience using Answer Bot and other "zero-touch" support tools, e.g. contextual help, product guides, etc
  • Be the resident expert on all features for Zendesk Support, Guide, Chat, and Explore
  • Collaborate with various teams to define processes, establish KPIs, and evaluate CSAT metrics to proactively address customer needs
  • Metrics Mindset: You believe success is a measured outcome, and have built Zendesk Explore dashboards to very clearly display that success and what can

Bilt believes in paying our employees based on market rates and on experience. If you believe your salary should be higher than the listed range please let us know.

Salary: $100 - 110K + Equity

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • React NativeLibraries
    • Next.jsFrameworks
    • QuarkusFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google CloudServices
    • FigmaDesign
    • Google DriveManagement
    • Monday.comManagement
    • DocuSignCRM
    • SalesforceCRM
    • GreenhouseCRM

Location

31 Bond Street, New York, NY 10012

An Insider's view of Bilt Rewards

What’s the vibe like in the office?

The vibe is really whatever you want it to be! It's the best of both worlds: music playing in the office and people chatting over coffee & snacks, but there're also areas where you can go heads down and work. If you’re like me and your work style changes day to day, the Bilt office will be perfect for you!

Jeeves

Business Intelligence Analyst

How do you collaborate with other teams in the company?

Bilt has bi-weekly meetings where each team shares what projects they're working on and key milestones they've hit. Teams are constantly working cross functionally to build out product enhancements, processes, etc. holistically. The culture is collaborative & transparent. It's energizing to see everyone working together to achieve the same goal.

Michael

Director of Finance

What is your vision for the company?

To create a brand in housing that consumers can trust. Bilt's goal is to help create the path from renting to homeownership in a less scary, more accessible way to people from all walks of life. Bilt will hopefully achieve this financially and educationally.

Dan

Head of Financial Services

What makes someone successful on your team?

Being organized but flexible and leading with a yes! We spend a lot of time working on our strategy, but some of the best ideas aren't the first ideas, and that's okay. Bilt encourages problem solving and iterating, and the most successful people demonstrate that mentality.

Kate

Senior Manager, Loyalty & Partnerships

What are Bilt Rewards Perks + Benefits

Bilt Rewards Benefits Overview

We offer unlimited PTO, flexible work environment/schedule, 401K match, full health benefits, commuter benefits, frequent company outings and happy hours, pet insurance and more.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Professional Development Benefits
Job training & conferences
Online course subscriptions available

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