BrightwheelBR

Customer Support Advocate

Brightwheel is the fastest growing and top reviewed product in early education globally.

Brightwheel

Employee count: 51-200

United States only
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Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.
We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.

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 in our platform 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 Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
  • Bachelor’s degree (preferred]
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.

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About the job

Apply before

May 14, 2024

Posted on

Mar 15, 2024

Job type

Full Time

Experience level

Entry-level

Location requirements

Hiring timezones

United States +/- 0 hours

About Brightwheel

Learn more about Brightwheel and their company culture.

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Brightwheel is the fastest growing and top reviewed product in early education globally. The team includes former Amazon, eBay, LinkedIn, OpenTable, Square, Zendesk, Twitter, and Zynga team members - and investors include Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, ICONIQ, Lowercase Capital, and Mark Cuban.

Manage classrooms, observe students, collect tuition, and stay in touch with families.

Brightwheel is the all-in-one platform for early education, serving as the hub for schools, childcare providers, camps, and after school programs. We save teachers valuable time with easy tools for learning, assessment, communication, and photo sharing. Administrators can manage their full programs with enrollment, reporting, and even online bill pay.

Parents get a beautiful, real-time view of their child’s day that helps them participate in the learning + continue it at home. Brightwheel is used throughout the day in schools of all sizes across the globe. It's the top reviewed and fastest growing product in early education. It's a world-class team, backed by top investors, including Chan Zuckerberg Initiative, GGV, Eniac, Lowercase Capital, Mark Cuban Companies, RRE, and others. We're proud to be building a product that users love, and proud to work with a team of great humans.

Employee benefits

Learn about the employee benefits and perks provided at Brightwheel.

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Retirement benefits

401(k) to help you invest in your future.

Life insurance

Life insurance so you don't have to worry.

Healthcare benefits

Premium medical, dental, and vision benefits

Disability insurance

Disability insurance so you don't have to worry.

View Brightwheel's employee benefits
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Brightwheel

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