brightwheel 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.
What You’ll Do
Develop expertise in our Experience Early Learning product and curriculum 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 and scheduled 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
Qualifications, Skills, & Abilities
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
A plus: 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]
For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Multiple factors determine final offer amounts, including geographic location, candidate experience, and expertise. If you have questions about the compensation band for your region, please ask your recruiter.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Education Administration Programs
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