Introduction to Brightwheel and Our Mission
Brightwheel is a pioneering education technology company dedicated to enhancing the learning experience for young children. Our innovative platform connects directors, teachers, and parents, fostering a collaborative environment that promotes educational excellence. We are passionate about making a positive impact on the lives of our users and are committed to providing exceptional support to our growing community. As a Customer Support Advocate, you will play a vital role in ensuring our customers receive the best possible experience, driving success and growth for our organization.
Job Overview
We are seeking a highly skilled and motivated Customer Support Advocate to join our team on a temporary basis, with the possibility of converting to a full-time position based on performance and business needs. As a Customer Support Advocate, you will be the primary point of contact for our customers, providing timely and effective solutions to their queries and concerns. Your expertise and passion for customer service will enable you to build strong relationships with our users, identify areas for improvement, and contribute to the development of our platform.
Key Responsibilities
- Develop and maintain in-depth knowledge of our platform, staying up-to-date with the latest updates and releases to provide accurate and informative support to our customers.
- Utilize critical thinking and troubleshooting skills to identify, investigate, and resolve technical or usage issues, ensuring prompt and effective resolutions.
- Provide responsive live support via chat and scheduled phone calls, addressing customer queries and concerns in a professional and empathetic manner.
- Prepare for scheduled phone callbacks, delivering personalized support and solutions tailored to our customers' specific needs.
- Communicate complex information clearly and concisely via live chat, email, and phone, ensuring our customers understand our platform and its features.
- Demonstrate empathy and understanding towards our customers, providing a positive and supportive experience that reflects our company values.
- Advocate on behalf of our customers, identifying areas for improvement and collaborating with cross-functional teams to drive positive change and enhance the overall customer experience.
- Contribute to the development and improvement of internal processes, ensuring our support operations are efficient, effective, and aligned with our company goals.
- Maintain high standards of quality and customer satisfaction, meeting established metrics such as closed cases, response times, and customer satisfaction ratings.
Qualifications, Skills, and Abilities
To succeed in this role, you will possess:
- At least 1 year of customer service or early education experience, with a proven track record of delivering exceptional support and solutions to customers.
- Exceptional written and verbal communication skills, with attention to detail and strong listening skills.
- Excellent organization, time-management, and prioritization skills, with the ability to work in a fast-paced and dynamic environment.
- A passion for improving the world through education, with a strong commitment to our company mission and values.
- Experience working in schools or education is highly desirable, as is experience providing live support to customers.
- Familiarity with CRM systems such as Zendesk, Salesforce, or Intercom is preferred, although training will be provided to the right candidate.
- A Bachelor's degree is preferred, although not essential, as we welcome applications from candidates with equivalent experience and skills.
What We Offer
In return for your skills and experience, we offer a competitive compensation package, including:
- A hourly rate of $21.64, with opportunities for growth and development within our organization.
- A comprehensive benefits package, including premium medical, dental, and vision benefits, generous paid parental leave, and a flexible paid time off policy.
- A monthly wellness and productivity stipend, as well as a Learning & Development stipend to support your ongoing growth and development.
- The opportunity to work with a talented and dedicated team, passionate about making a positive impact on the lives of our users.
- A dynamic and supportive work environment, with regular feedback and coaching to help you succeed in your role.
Career Growth and Development
- Ongoing training and development opportunities, to enhance your skills and knowledge in customer support and education technology.
- Regular feedback and coaching, to help you succeed in your role and achieve your career goals.
- Opportunities for career progression, with the possibility of converting to a full-time position or advancing to other roles within our organization.
- A collaborative and supportive work environment, with a talented and dedicated team passionate about making a positive impact on the lives of our users.
Work Environment and Company Culture
- A commitment to excellence, in everything we do.
- A passion for improving the world through education, and a desire to make a positive impact on the lives of our users.
- A collaborative and supportive approach, with a focus on teamwork and mutual respect.
- A commitment to diversity, equity, and inclusion, with a welcoming and inclusive environment for all employees.
Conclusion
If you are a motivated and experienced customer support professional, with a passion for education and a commitment to excellence, we encourage you to apply for this exciting opportunity. As a Customer Support Advocate at Brightwheel, you will have the chance to make a positive impact on the lives of our users, while developing your skills and advancing your career in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and contribute to our mission of improving the world through education.
Ready to Apply?
To apply for this role, please submit your application, including your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you and exploring how you can contribute to our team.
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