Systems Administrator, Brightwheel
Customer Support
$50k
+ Equity
Online platform for early education management
Be an early applicant
Online platform for early education management
201-500 employees
Be an early applicant
$50k
+ Equity
201-500 employees
Company mission
To improve education for young children, given the vital importance of early education for later life.
Role
Who you are
- Experience: 2+ years of experience administering customer support ticketing systems (Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, or similar)
- AI & Automation Knowledge: Experience implementing AI-driven solutions (chatbots, automated ticket triage, sentiment analysis)
- Technical Skills: Proficiency in system configurations, API integrations, and automation tools
- Data & Analytics: Ability to analyze support team performance and optimize workflows using AI insights and reporting tools
- Problem-Solving: Strong troubleshooting skills to diagnose and resolve system issues efficiently
- Communication: Ability to train and support teams on best practices and new technologies
- This role will be responsible for maintaining system functionality, integrating tools, automating workflows, and leveraging AI-driven solutions to enhance customer support efficiency
What the job involves
- We are looking for a Systems Administrator to manage and optimize our customer support ticketing systems (such as Intercom, Zendesk, Salesforce Service Cloud, or similar platforms)
- This role will be responsible for maintaining system functionality, integrating tools, automating workflows, and leveraging AI-driven solutions to enhance customer support efficiency
- System Administration: Manage and maintain customer support ticketing platforms, including user setup, permissions, and configurations
- Automation & AI Integration: Leverage AI-powered tools (such as chatbots, sentiment analysis, and predictive analytics) to enhance automation and improve customer support workflows
- Workflow Optimization: Design and implement macros, triggers, and automation rules to streamline support processes
- Integration Management: Connect the ticketing system with CRMs, help desks, communication tools (e.g., Slack, Jira, Salesforce)
- Performance Monitoring: Track system performance, troubleshoot technical issues, and ensure optimal uptime and functionality
- Data & Reporting: Generate reports and dashboards to track support efficiency, customer satisfaction, and AI-driven insights
- Security & Compliance: Ensure compliance with data privacy regulations (GDPR, CCPA) and manage system security settings
Our take
Childcare and teaching is a profession fraught with pressures and paperwork and yet it remains relatively ill attended to by advances in tech and software. Brightwheel want to revolutionize this, focusing on facilitating the administrative and communicative relationship between schools, carers and parents or guardians.
As tech enters the classrooms there are various apps focusing on the education itself with fewer actually handling the communications for schools. Its platform helps increase parental and teacher engagement with students everyday, while helping small education businesses save money, time, and to grow.
Brightwheel is carving out a name for itself as a service valuable for its exciting and useful new updates. They were quick to adapt to school closures by offering distance learning capabilities and health testing. They also cater to childcare in lower-income areas with their freemium model. Since their $55 million funding round, if it remains on this course of steady, popular development and wide uptake, Brightwheel will likely achieve its goal of going public in a few years time.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2021
$55m
SERIES C
Oct 2018
$21m
SERIES B
Total funding: $88.8m
Company benefits
- Work from home opportunities
Company HQ
Financial District, San Francisco, CA
Leadership
Dave Vasen
(CEO)Dave started his career at Morgan Stanley, before spending a year at Cisco and 3 years as a Bain Consultant. He worked at Amazon for 2 years, and after taking on several Advisory roles he founded Brightwheel in 2014.
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