Builts Mission:Connect and simplify doing business in real estate.

Built is the AI-powered platform transforming the way real estate is financed developed and managed. Purpose-built for real estate and construction Built began by fixing construction draw management for lenders and has grown into a comprehensive operating system addressing some of the industrys most complex Built is a partner to more than 350 lenders over 80000 borrowers and owners and thousands of contractors powering 86000 active projects valued at more than $300 billion. Learn more at.

Role Summary & Scope

Our Customer Support team is the front door for every lender owner general contractor and vendor who uses Built. This team is at the beginning of a major transformation: were building AI-powered support from the ground up installing auto-resolution standing up deflection workflows and fundamentally changing how cases are handled. The humans on this team will shift from volume handling to harder problem-solving knowledge gap closure and making the AI system smarter with every case.

Were hiring a Senior Manager of Customer Support to own the performance and development of this team through that transition. This is a people leadership role first - youll manage a team of escalation handlers an L1 team lead and an AI systems lead and youll be accountable for the metrics the culture and the growth trajectory of every person on your team. Youll also own the cross-functional relationships that keep support tightly connected to Client Success Marketplace Operations Implementation and Product Design & Engineering.

The role reports directly to the Director of Operations. If you want to lead a team thats building what modern B2B support looks like this is the job.

What Youll Do

Own Team Performance

• You are accountable for CSAT first-contact resolution SLA achievement L1 escalation rate and AI auto-resolution rate. These arent dashboards you glance at theyre outcomes you drive.
• Stand up AI auto-resolution from zero. Today every case reaches a human. Youll partner with the AI Systems Lead to install deflection workflows build the feedback loop between human agents and the AI and drive toward meaningful auto-resolution rates.
• Drive SLA achievement toward near-100% as AI tooling comes online. AI handles the volume; your team handles the complexity. The combination should mean customers almost never wait.

Lead and Develop Your People

• Directly manage the L1 Team Lead escalation handlers (L2/L3) and the AI Systems Lead. Run regular 1:1s. Set clear expectations. Hold people accountable and invest in their growth.
• Drive the people development agenda for the team especially at the L1 level. As AI takes over routine case volume the traditional L1 role will phased out. The L1s on this team need to grow into more capable problem-solvers building deeper product expertise developing diagnostic skills and becoming subject-matter experts who can handle the cases AI cant. You own that development path.
• Help your team understand where their roles are going and build the skills to get there. The shift from volume handling to expert-level resolution is a significant change your job is to make it a growth opportunity not a disruption.
• Create a team environment where high performers are recognized underperformance is addressed directly and everyone has a clear sense of what good looks like.

Own Cross-Functional Relationships

• Serve as the primary point of contact between Customer Support and Client Success Marketplace Operations Implementation and Product Design & Engineering. Ensure handoffs are clean and nothing falls through the cracks.
• The PD&E relationship is constant. Bug tickets flow from your team to engineering. Voice-of-customer insights and product ideas surface through your team to product and design. You own the process that makes both of those loops reliable and high-signal.
• As Builts support scope expands absorbing workflows like billing exceptions and inspector reassignments from Marketplace Operations partner with the Director of Operations to bring new work into the team without breaking whats already working.
• Advocate for the team with senior leadership. Surface headcount needs tooling gaps and PD&E requests with clear business justification.

What Success Looks Like

• Continually improving CSAT scores with SLA achievement approaching near-100% as AI tooling is deployed.
• High first-contact resolution rate and declining L1 escalation rate across all product lines.
• AI auto-resolution stood up from zero and delivering measurable deflection with a clear trajectory toward scale without degrading human support quality.
• A reliable high-signal feedback loop with PD&E: bug tickets are clean and actionable VOC insights are surfaced consistently and product ideas from the support floor reach the right people.
• A well-developed accountable team where people are growing expectations are clear and performance conversations happen in real time not just during review cycles.
• Smooth cross-functional operations with Client Success Marketplace Operations Implementation and PD&E no dropped handoffs no ambiguity about who owns what.

Skills & Experience

What Were Looking For

• Proven experience managing a customer support or customer-facing operations team not just coordinating work but owning team performance and developing individuals.
• Track record of accountability: youve managed to metrics (CSAT SLA FCR escalation rate or similar) diagnosed problems when numbers moved and driven improvement.
• Experience leading through change whether thats a shift in team scope a new toolset or a transition in how work gets done. You dont just absorb change; you help your team navigate it.
• Strong cross-functional instincts especially with engineering and product teams. You know how to manage a bug ticket pipeline surface customer insights to product and keep handoffs clean across organizational boundaries.
• Direct clear communication. You can advocate for your team with senior leadership deliver tough feedback to a direct report and write a crisp status update all in the same day.
• Comfort operating in a B2B SaaS environment. Experience in construction finance lending or fintech is a strong plus but not required.

Nice to Have

• Familiarity with AI-assisted support workflows (chatbots copilots auto-resolution systems) and an informed perspective on how AI changes the support operating model especially standing it up for the first time.
• Experience with knowledge base management as a lever for deflection and support quality.
• Background in construction finance lending operations or a related regulated industry.
• Experience managing the support-to-engineering feedback loop: bug triage VOC programs or product insight reporting.

Builts salary range for this position is $140000-$200000 USD per year. The pay range is designed to accommodate upward mobility in the role therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Builts total compensation package for employees. Your total rewards package at Built will include equity top-notch medical dental and vision coverage an unlimited PTO policy and other benefits.

Travel Requirement: Non-local candidates (not based in Nashville metro) must be able to travel at minimum twice per year to Nashville TN or another designated location for company-wide events (e.g. Connect Week). Additional travel may be required based on business needs and role responsibilities.

Perks:

• The rare opportunity to radically disrupt a $1.5T industry
• Competitive benefits including: uncapped vacation health dental & vision insurance
• 401k with match and expedited vesting
• Robust compensation package including equity in the form of stock options
• Learning Grant program to support ongoing professional development

Built brings together passionate people who are driven in a variety of disciplines each bringing their unique perspective to everything they do. Were committed to building a safe inclusive workplace where every employee can succeed and we recruit hire and promote fairly - without bias based on race color religion sex sexual orientation gender identity marital status veteran status or any other characteristic protected by law.

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