Job details

Customer Support Advocate

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.

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.

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 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, emails and 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)

$21.64 - $21.64 an hour

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.

brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. In addition, 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.

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.

Brightwheel Glassdoor Company Review

3.8

Brightwheel DE&I Review

4.1

CEO of Brightwheel

Dave Vasen

Approve of CEO

Average salary estimate

$44931 / YEARLY (est.)

min

max

$44931K

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What You Should Know About Customer Support Advocate, Brightwheel

Join brightwheel as a Customer Support Advocate and play a crucial role in enhancing early education for children across the globe! If you're passionate about empowering educators, families, and directors with innovative solutions, this remote opportunity is perfect for you. At brightwheel, we're on a mission to elevate the quality of early childhood education by supporting teachers and engaging parents in their children's development. In this role, you’ll be the voice of our customers, helping them navigate our platform and advocating for their needs directly with cross-functional teams. Your day will consist of providing responsive support through chats, emails, and calls, while developing a deep understanding of our product. With your problem-solving skills, you'll troubleshoot issues and relay feedback for product improvements, ensuring that we're always evolving to meet the needs of our community. Experience in customer service, particularly in an educational context, is essential. Candidates with technical troubleshooting skills and familiarity with systems like Zendesk or Salesforce will shine in this position. Brightwheel values diversity and believes in creating an inclusive environment where everyone can grow. So, if you’re someone who thrives in a dynamic setting and is eager to make a meaningful impact on education, we can’t wait to hear from you!

Frequently Asked Questions (FAQs) for Customer Support Advocate Role at Brightwheel

What are the primary responsibilities of a Customer Support Advocate at brightwheel?

As a Customer Support Advocate at brightwheel, your main responsibilities will include developing expertise in our platform, providing exceptional customer support through chats, emails, and phone calls, and advocating for customers' needs. You will troubleshoot technical issues, communicate clear instructions to users, and work cross-functionally to improve overall customer experience.