Onboarding Operations Specialist

Summary

Join Brightwheel's passionate team as an Education Onboarding Specialist and contribute to the success of schools by providing hands-on support and guidance in implementing Experience Curriculum. You will manage a portfolio of curriculum customers, ensuring successful implementation across different age groups and program types. This role requires excellent communication and collaboration skills, along with the ability to overcome customer objections and provide personalized solutions. You will gather and analyze customer feedback to improve the onboarding experience and work with cross-functional teams. The ideal candidate has 2+ years of customer success, sales, or account management experience and an Associate's or Bachelor's degree or comparable experience. Brightwheel offers a comprehensive compensation package including premium benefits and wellness support, flexible PTO, and a fully remote work environment.

Requirements

• 2+ years of customer success, sales, and/or account management experience
• Associate’s degree, Bachelor's degree, or comparable professional experience
• Comfort with a high-volume funnel that requires careful prioritization to hit ambitious monthly goals
• Ability to create urgency and motivate people to launch with brightwheel
• Excellent collaboration, organization, time-management, and prioritization skills
• Ability to self-manage time-sensitive and detailed tasks to deliver on time every time
• Exceptional phone and written English communication skills
• Great attention to detail
• Patience and empathy while teaching customers or handling tricky customer situations
• Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly
• Comfort with working remotely using communication tools such as Slack, Google Suite, and Zoom

Responsibilities

• Support new customers using Experience Curriculum, ensuring they feel confident and equipped to implement the lessons in their classrooms
• Manage a portfolio of curriculum customers, prioritizing outreach and follow-ups to ensure successful implementation of Experience Curriculum across different age groups and program types
• Overcome customer objections and challenges by providing reassurance, personalized solutions, and highlighting the benefits of integrating the curriculum into the classroom
• Serve as a product expert on Experience Curriculum, assisting with onboarding while also collaborating with cross-functional teams to ensure a smooth customer experience at all stages of the customer journey
• Continuously gather and analyze customer feedback, identifying areas for process improvement and working closely with the Education team to refine onboarding resources and practices
• Collaborate with the Education team on additional projects to support the broader goals of curriculum adoption and customer success
• Maintain detailed records of customer interactions, ensuring that key information is tracked to measure onboarding success and inform future improvements
• Act as an advocate for the customer, proactively anticipating needs, solving problems, and ensuring a positive experience with the Experience Curriculum

Preferred Qualifications

• A proven track record in onboarding new customers
• Experience in Early Education/Curriculum Instruction
• Bilingual written and verbal communication ability (specifically Spanish)
• Tech-savvy with experience in CRM tools (e.g., Salesforce)

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
• Equity & Ownership
• We are a fully remote company, giving you the flexibility to work from where you thrive