Customer Support Advocate, Brightwheel
Temporary
+ Equity. $22.12 - $22.12 an hour
Online platform for early education management
Be an early applicant
Online platform for early education management
201-500 employees
Be an early applicant
+ Equity. $22.12 - $22.12 an hour
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
- 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 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
- 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)
What the job involves
- Brightwheel is seeking to hire a Customer Support Advocate to support our growing community of directors, teachers & parents
- 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
- 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
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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