Customer Support Advocate

Overview: - Brightwheel aims to provide high-quality early education through technology, supporting teachers, parents, and small businesses in the $175 billion early education market. - The company is fully remote, with a diverse and customer-focused team. - Seeking a Customer Support Advocate to engage with directors, teachers, and parents, and to improve the product based on customer feedback. Key Responsibilities: - Develop expertise in the Brightwheel platform and act as a subject matter expert for customers. - Troubleshoot technical or usage issues using critical thinking and empathy. - Provide responsive live support through chats, emails, and phone calls. - Prepare for scheduled phone callbacks to offer personalized support. - Communicate clear instructions to Administrators, Teachers, and Guardians. - Advocate for customers, contributing to internal process improvements. - Maintain performance metrics like closed cases and response times. Requirements/Skills/Qualifications: - At least 1 year of customer service or early education experience. - Exceptional written skills, attention to detail, and strong listening skills. - Excellent organization, time-management, and prioritization skills. - Comfort with a dynamic and fast-paced environment. - Passion for education and improving the world through it. - Experience with Zendesk, Salesforce, Intercom, or similar CRM systems preferred. - Bachelor’s degree preferred. Compensation & Benefits: - Hourly wage range: $21.64 - Competitive compensation package including base salary, equity, and benefits. - Premium medical, dental, and vision benefits. - Generous paid parental leave. - Flexible paid time off policy. - Monthly wellness and productivity stipend. - Learning & Development stipend. - Brightwheel is committed to pay equity and a diverse, inclusive work environment.