Customer Support Advocate

Our Mission and OpportunityEarly education is one of the greatest determinants of childhood outcomes, is a must for working families, and has lasting social and economic impact. Brightwheel’s vision is high quality early education for every child. We pursue this by directly supporting teachers in the classroom, engaging parents in the development of their kids, and enabling the small businesses that make up the backbone of the $175 billion early education industry. Brightwheel is the most loved technology brand in early education, trusted by tens of thousands of providers and millions of educators and families.Our TeamOur team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a fully remote team with employees across every time zone in the US. Our exceptional investor group includes Addition, Bessemer, Emerson Collective, Lowercase Capital, Mark Cuban Notable Capital, and others. Who You AreBrightwheel is seeking to hire a Customer Support Advocate to support our growing community of directors, teachers & parents. We are looking for team members that are passionate about educating our customers about the brightwheel product and finding solutions for their pain points. You will be on the front line communicating directly with our schools and parents and will work cross-functionally with our Customer Success and Product/Engineering teams. You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements. We’re looking for someone with experience working in customer service, preferably with exposure to technical troubleshooting. Ideally, this is someone who can empathize with the daily experience of a teacher or a parent of young children.nWhat You’ll DoDevelop expertise in our platform and become a subject matter expert for our customers, keeping on top of updates in each releaseUse strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issuesAnswer chats, emails and phone calls throughout the day, to provide responsive live support.Prepare for scheduled phone callbacks, to provide personalized supportCommunicate 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 timesAdvocate on behalf of customers, helping them to solve their issues and acting as the “voice of the customer”Contribute to improving internal processesWork cross-functionally to support our customers and improve the overall customer experienceMaintain established metrics such as closed cases, response times while maintaining quality and high customer satisfaction ratingsQualifications, Skills, & AbilitiesAt 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 skillsComfort with a fast-paced and dynamic environment that evolves rapidlyA passion for improving the world through educationA plus: Experience in schools / educationExperience providing live support to customers (preferred)Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)Bachelor’s degree (preferred)n$22.12 - $22.12 an hourAt brightwheel, we believe in rewarding strong performance and ensuring our team members thrive both professionally and personally. Our compensation package is designed to recognize team members who make it happen, delivering value for our customers and achieving extraordinary results.nEquity & Ownership:We believe in empowering our employees as stakeholders in brightwheel’s success. As an equity holder, your financial upside grows alongside the company’s achievements, offering a truly meaningful and compelling long-term opportunity.Premium Benefits & Wellness Support:We want our team members and their families to thrive. We support this through: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-beingWork-Life Flexibility:We are a fully remote company, giving you the flexibility to work from where you thrive. Say goodbye to the commuting hassle and reclaim valuable time for what matters most.Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.Please mention the word **SURPASS** and tag RMzguNjguMTM0LjE5NA== when applying to show you read the job post completely (#RMzguNjguMTM0LjE5NA==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.

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