Customer Support Advocate - Remote

Overview

Brightwheel is seeking to hire a Customer Support Advocate to support our growing community of directors, teachers & parents, focusing on educating customers about the brightwheel product and finding solutions for their pain points.

In Short

• Develop expertise in our platform and become a subject matter expert for our customers.
• Use strong critical thinking and troubleshooting abilities to resolve technical or usage issues.
• Provide responsive live support via chats, emails, and phone calls.
• Prepare for scheduled phone callbacks to provide personalized support.
• Communicate clear instructions to Administrators, Teachers, and Guardians.
• Exhibit empathy towards customers and team members.
• Advocate on behalf of customers to solve their issues.
• Contribute to improving internal processes.
• Work cross-functionally to enhance customer experience.
• Maintain established metrics for quality and customer satisfaction.

Requirements

• At least 1 year of customer service or early education experience.
• Exceptional written skills and attention to detail.
• Excellent organization and time-management skills.
• Comfort in a fast-paced and dynamic environment.
• A passion for improving the world through education.
• Experience in schools/education is a plus.
• Experience providing live support to customers is preferred.
• Hands-on experience with CRM systems like Zendesk or Salesforce is preferred.
• Bachelor’s degree is preferred.

Benefits

• Work in a fully remote team.
• Be part of a passionate and talented team.
• Engage with a community focused on early education.
• Opportunity to contribute to product improvements.
• Collaborate with cross-functional teams.