Customer Support Advocate (Temporary)

brightwheel; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking company that is transforming early education through technology. As a Customer Support Advocate, you will play a crucial role in enhancing the experience of educators and parents alike. Your expertise will empower you to troubleshoot issues, provide empathetic support, and advocate for improvements based on customer feedback. This fully remote position offers a competitive hourly wage, comprehensive benefits, and the opportunity to contribute to a meaningful mission that impacts the lives of children and families. If you are passionate about education and customer service, this role is perfect for you.

Benefits

Healthcare Coverage

Generous Paid Parental Leave

Flexible Paid Time Off

401(k) Enrollment

Monthly Wellness Stipend

Qualifications

• 1+ year of customer service or early education experience required.
• Exceptional written skills and attention to detail are essential.

Responsibilities

• Provide live support via chat, email, and phone to customers.
• Resolve technical issues and advocate for customer needs.

Skills

Customer Service

Technical Troubleshooting

Communication Skills

Critical Thinking

Empathy

Organization

Time Management

Education

Bachelor's Degree

Tools

Zendesk

Salesforce

Intercom

Job description

Our Mission and Opportunity

Early education significantly impacts childhood outcomes, supports working families, and has lasting social and economic benefits. Brightwheel’s vision is to ensure high-quality early education for every child. We achieve this by supporting teachers, engaging parents, and enabling small businesses in the $175 billion early education industry. Brightwheel is a trusted, loved technology brand in early education, used by thousands of providers, educators, and families.

Our Team

Our passionate, talented, and customer-focused team embodies our Leadership Principles. We are fully remote, with employees across the US, backed by investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Mark Cuban, and others.

Who You Are

We seek a Customer Support Advocate to assist our community of directors, teachers, and parents. You should be passionate about educating customers about brightwheel and resolving their issues. You will communicate directly with schools and parents, collaborating with Customer Success and Product/Engineering teams, using customer feedback to advocate for improvements.

Ideal candidates have customer service experience, preferably with technical troubleshooting, and can empathize with teachers and parents of young children.

What You’ll Do

• Become a platform expert, staying updated on new releases
• Identify, investigate, and resolve technical and usage issues
• Respond to chats, emails, and calls promptly
• Prepare for scheduled callbacks to provide personalized support
• Communicate clearly via live chat, email, and phone
• Show empathy towards customers and colleagues
• Advocate for customers, voicing their needs
• Contribute to process improvements
• Collaborate cross-functionally to enhance customer experience
• Maintain metrics such as case closures, response times, and satisfaction ratings

Qualifications, Skills, & Abilities

• Minimum 1 year of customer service or early education experience
• Exceptional written skills, attention to detail, strong listening skills
• Excellent organization, time-management, prioritization
• Comfort in a fast-paced, evolving environment
• Passion for improving education
• Experience in schools/education (a plus)
• Experience with live customer support (preferred)
• Familiarity with CRM systems like Zendesk, Salesforce, Intercom (preferred)
• Bachelor’s degree (preferred)