Customer Support Advocate

Summary

Join Brightwheel's fully remote team as a Customer Support Advocate! Support our growing community of directors, teachers, and parents by educating them on our product and resolving their issues. You'll be the primary point of contact, communicating via chat, email, and phone. This role requires strong communication, troubleshooting, and empathy skills. Experience in customer service and a passion for education are essential. Brightwheel offers a competitive compensation package including benefits like premium medical, dental, and vision, generous parental leave, flexible PTO, and wellness stipends.

Requirements

• At least 1 year of customer service or early education experience
• 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 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, emails and 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

Preferred Qualifications

• Experience in schools / education
• Experience providing live support to customers
• Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems
• Bachelor’s degree

Benefits

• Premium medical, dental, and vision benefits
• Generous paid parental leave
• A flexible paid time off policy
• A monthly wellness and productivity stipend
• A Learning & Development stipend