Head of Customer Support, Brightwheel
$135-215k
Plus equity
Online platform for early education management
Job no longer available
Online platform for early education management
501-1000 employees
Job no longer available
$135-215k
Plus equity
501-1000 employees
Company mission
To improve education for young children, given the vital importance of early education for later life.
Role
Who you are
- You are a seasoned leader who continuously invests in building a strong team culture and upleveling your team
- You are excited to collaborate with leaders across the business to ensure the product and entire customer experience are cohesive and strong. You thrive in fast-paced startup environments with very high performance expectations
- 10+ years in Customer Support in a startup environment including email, chat and phone support across multiple product lines
- 5+ years leading a customer-facing team including managing managers
- Track record of leading teams that regularly exceeded ambitious goals
- Excellence in problem-solving in ambiguous situations and first-principles thinking
- Experience working with BPOs
- Strong preference for experience in vSaaS, SMB customers, high-volume environments
- Demonstrated excellence in all 8 brightwheel Leadership Principles
- Bonus: experience with Payment Operations
What the job involves
- Brightwheel is seeking a Head of Support and Payment Operations. You are passionate about the customer experience and work relentlessly to ensure our team and customers are successful
- Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers
- Set and achieve ambitious CSAT and risk/fraud goals
- Lead the full Support team including our BPO partner; includes leading brightwheel’s response to customer-facing platform incidents and other escalations
- Lead the Payment Operations team which is responsible for risk and fraud
- Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth
- Build and maintain a high-performing culture on your team - clear goals, rapid tracking of results, solid coaching & feedback, rapid recognition & rewards
- Build a deep bench of high-performing leaders on the Support team
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. Brightwheel's 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. It was quick to adapt to school closures too by offering distance learning capabilities and health testing. And on top of this, it also caters to childcare in lower-income areas with a freemium model. Making its a go-to platform for early education.
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 HQ
Financial District, San Francisco, CA
Leadership
Dave Vasen
(Founder & 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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