Customer Support Advocate

Summary

Join Brightwheel as a Customer Support Advocate and support our growing community of directors, teachers, and parents. You will be on the front line, communicating directly with schools and parents, and working cross-functionally with Customer Success and Product/Engineering teams. Develop expertise in our platform, use strong critical thinking and troubleshooting abilities to resolve issues, and answer chats, emails, and phone calls. Communicate clear instructions, exhibit empathy, advocate for customers, contribute to improving internal processes, and maintain established metrics. Brightwheel offers a fully remote work environment and a comprehensive benefits package.

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 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 (preferred)
• Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
• Bachelor’s degree (preferred)

Benefits

• Healthcare Coverage: Medical, dental, and vision benefits typically valued at $15,000+, with brightwheel providing high coverage for both employees and families
• Generous Paid Parental Leave for growing families
• Flexible Paid Time Off (PTO) to recharge and relax
• 401(k) Enrollment to help you plan for the future
• Monthly Wellness & Productivity Stipend to support your well-being