Customer Support Advocate (Temp)
Who You Are
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.
Were 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. This will be a six month contract starting on June 3rd (with a possibility to convert full-time based on performance and business need.)
What Youll... Do
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 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)
Bachelors degree (preferred]
$21.64 - $21.64 an hour
Brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.
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
Apply Now
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.
Were 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. This will be a six month contract starting on June 3rd (with a possibility to convert full-time based on performance and business need.)
What Youll... Do
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 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)
Bachelors degree (preferred]
$21.64 - $21.64 an hour
Brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.
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
Apply Now