Client Operations Associate

Built Technologies

Nashville, TN, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 02/11/2021
  • Website:
  • Company Address: 624 Grassmere Park, Suite 16, Nashville, TN, 37211

About Built Technologies

Built Technologies was founded in 2014 out of firsthand frustration with the challenges and pitfalls often associated with construction lending and the belief that technology could transform the loan management process. Built’s collaborative software streamlines the collateral monitoring and draw management process – a process widely recognized as highly cumbersome, costly, and fraught with risk. By bringing the draw management process online, Built helps lenders reduce construction loan risk, increase loan profitability, transform the borrower experience, simplify compliance, and provide unprecedented portfolio insights.

Job Description

Built is a growth-stage company at the intersection of FinTech and PropTech. We are on a mission to change the way the world gets built with technology and services that streamline the $1.2T U.S. construction industry. We strive to empower lenders, owners, builders, and vendors with innovative software, payments products & services that enable participants to manage risk, maximize productivity / collaboration and ensure better cost management as capital flows into and throughout the construction industry. Founded in 2015, Built now serves more than 110 of the top financial institutions in the US and Canada, including 25+ of the top 100 US construction lenders. In 2019, we completed our Series B raise led by Goldman Sachs bringing our total funding to $55M. Bringing on the “best talent in the world” is at the forefront of our continued growth trajectory.
Built Services is a growing business unit within Built Technologies. As a member of this team, you will be on the cutting edge of developing new products and services for our expanding client base. This role is designed for a creative, problem-solver that relishes the opportunity to be at the forefront of innovation, has a passion for helping clients solve their business challenges, and is relentlessly focused on delighting our users.
As a Client Operations Associate for the Built Services division, you will be at the epicenter of our company’s growth. You will work directly with our clients addressing real-world problems in the FinTech space. You will be the primary point of contact responsible for the success of daily operations of Built Services clients. Your role will be to ensure the successful delivery of service operations, working with clients and vendors to set and manage expectations, and monitoring the daily performance of current and new service offerings. Success in this role means that Built Services clients are receiving quality services and consistent communication. You will be the voice of the client and help continue to shape the overall user experience and ongoing development of potential features and functionality to our platform.
    • Ensures successful daily functional operations across a variety of Built Service offerings
    • Creates and executes operational processes aimed at providing a best in class experience for clients
    • Proactively monitors process and client health and works to resolve potential issues before they are escalated
    • Monitors vendor performance  
    • Works cross-functionally throughout the organization to remove roadblocks and overcome obstacles
    • Promptly address, analyze and resolve basic incidents and requests, engaging other Built resources as needed to resolve client issues.
    • Owns issues through resolution and proactively follow-up with other staff involved to ensure incidents are resolved, requests are filled, and client communication is complete.  Documenting the solution to self-help, FAQs and other client resources
    • Relishes the opportunity to be the prime point of contact to the clients regarding day-to-day service delivery
    • Researches and resolves client and vendor inquiries providing root cause analysis
    • Best in Class Service: Your top priority is the user, our client.  It doesn’t matter what, how, or why something has gone wrong, you’ll jump in and take ownership of problems that might not even be in your team’s scope to ensure the user is always getting the best experience possible.
    • Experience in enterprise-level SaaS-based platforms is preferred, but not required
    • Construction or financial/banking industry experience is a plus
    • Relentlessly client focused
    • Enjoys solving problems and creating scalable solutions
    • Detail-oriented
    • Self-starter requiring minimal daily supervision
    • Understands operations of SaaS platform businesses
    • Ability to execute
    • Highly organized
    • Problem solver and process thinker
    • Ability to manage many competing responsibilities
    • Excellent communicator
    • Personal responsibility to see both our clients and internal team succeed
    • 2-5 years of SaaS, Construction, or similar experience required
The rare opportunity to change the world and radically disrupt an industry
Competitive benefits including Unmetered Vacation; Health, Dental & Vision Insurance; and 401k
Flexible Hours
Weekly Team Lunches
Kitchen loaded with all the essentials to keep you productive

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.