Luxury Travel Concierge

Travel Concierge New York • Remote

Customer Experience

Remote • In office

Full-time

What is Bilt? Bilt is the membership for where you live.

What started as a way to reward people on their largest expense has turned into an ecosystem connecting our members, property managers and local merchants. Travel, dining, fitness, everyday spend. We are building systems across payments, credit, loyalty, and commerce all at once.

We run lean and move quickly. Every person here has a real impact on what gets built and how fast it happens.

This role comes with real ownership and high expectations. If you prefer clearly defined lanes and structure, this will feel uncomfortable. If you want to build quickly, have a real say in what gets built, and work on products used by millions, you will likely do your best work here.

What’s the role? We're looking for a motivated and detail-oriented Travel Concierge to join the Bilt Travel Pod. In this role, you'll be the frontline point of contact for Bilt members navigating travel-related questions, bookings, and issues. You'll help ensure every member interaction reflects the quality and care that define the Bilt experience.

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. 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.

At Bilt, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. 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.

We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.

Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

The salary range for a Travel Concierge is $65,000-$75,000 and will be eligible for equity and an annual performance-based bonus.

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Bilt Rewards has an in-office work culture. Are you comfortable with commuting and working out of our Meatpacking NYC office 5 days a week? *please answer NO for CX / CX Team Lead remote positions.

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Tell us about a trip you planned or coordinated that you are proud of. How did you approach it and what made it memorable? *

Req ID: R283