Customer Support Advocate

Who You Are

brightwheel is seeking to hire a Customer Support Advocate to support our growing community of directors teachers & parents. We are looking for team members that are passionate about educating our customers about the brightwheel product and finding solutions for their pain points. You will be on the front line communicating directly with our schools and parents and will work cross-functionally with our  Customer Success and Product/Engineering teams. You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements.

We’re looking for someone with experience working in customer service preferably with exposure to technical troubleshooting. Ideally this is someone who can empathize with the daily experience of a teacher or a parent of young children.

What You’ll Do

• Develop expertise within our brightwheel product and become a subject matter expert for our customers keeping on top of updates in each release

• Use strong critical thinking and troubleshooting abilities to correctly identify investigate and resolve technical or usage issues

• Answer chats and scheduled phone calls throughout the day to provide responsive live support.

• Prepare for scheduled phone callbacks to provide personalized support.

• Communicate clear and concise instructions via live chat email and phone to Administrators Teachers and Guardians.

• Exhibit empathy towards our customers and each other at all times

• Advocate on behalf of customers helping them to solve their issues and acting as the “voice of the customer”

• Contribute to improving internal processes

• Work cross-functionally to support our customers and improve the overall customer experience

• Maintain established metrics such as closed cases response times while maintaining  quality and  high customer satisfaction ratings

Qualifications Skills & Abilities

• At least 1 year of customer service or early education experience (required)

• Exceptional written skills attention to detail and strong listening skills

• Excellent organization time-management and prioritization skills

• Comfort with a fast-paced and dynamic environment that evolves rapidly

• A passion for improving the world through education

• A plus: Experience in schools / education

• Experience providing live support to customers (preferred)

• Hands-on experience with Salesforce Intercom or similar CRM systems (preferred)

• Bachelor’s degree (preferred]

$21.64 - $21.64 an hour

For cash compensation brightwheel sets standard ranges for all roles based on function level and geographic location benchmarked against similar-stage growth companies. Multiple factors determine final offer amounts including geographic location candidate experience and expertise. If you have questions about the compensation band for your region please ask your recruiter.

brightwheel is committed to internal pay equity and offers a competitive compensation package including base salary equity and benefits. In addition our benefits package includes premium medical dental and vision benefits generous paid parental leave a flexible paid time off policy a monthly wellness and productivity stipend and a Learning & Development stipend.

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity gender expression sexual orientation national origin genetics disability age or veteran status.