Brightwheel is hiring a
Customer Support Advocate

Summary

The job is for a Customer Support Advocate at brightwheel who will communicate with the company's community of directors, teachers, and parents, troubleshoot technical issues, provide live support, and advocate for product improvements. The role requires at least 1 year of customer service or early education experience, exceptional written skills, strong listening skills, excellent organization, time-management, and prioritization skills, comfort with a fast-paced environment, a passion for improving education, and preferably experience providing live support to customers and hands-on experience with CRM systems like Zendesk, Salesforce, or Intercom.

Requirements

• 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

Responsibilities

• Develop expertise in our Experience Early Learning product and curriculum 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

Preferred Qualifications

• Experience in schools / education
• Experience providing live support to customers (preferred)
• Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)

Benefits

$21.64 - $21.64 a year