Brightwheel is hiring a
Head of Customer Support

Summary

The job is for a Head of Customer Support and Payment Operations at Brightwheel, a fully remote company. The role involves developing a multi-year strategy to maximize customer retention, leading the support and payment operations teams, collaborating with cross-functional partners, and building a high-performing culture.

Requirements

• 10+ years in Customer Support in a startup environment including email, chat and phone support across multiple product lines
• 5+ years leading a customer-facing team including managing managers

Responsibilities

• Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers
• Set and achieve ambitious CSAT and risk/fraud goals
• Lead the full Support team including our BPO partner; includes leading brightwheel’s response to customer-facing platform incidents and other escalations
• Lead the Payment Operations team which is responsible for risk and fraud
• Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth
• Build and maintain a high-performing culture on your team - clear goals, rapid tracking of results, solid coaching & feedback, rapid recognition & rewards

Preferred Qualifications

• Experience working with BPOs
• Strong preference for experience in vSaaS, SMB customers, high-volume environments

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