Full-Time Customer Support Advocate

Brightwheel is seeking a Customer Support Advocate to support our growing community of directors, teachers & parents.

What You'll Do

• Develop expertise in our platform and become a subject matter expert for our customers.
• 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 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.

Qualifications, Skills, & Abilities

• 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.
• Experience in schools/education (preferred).
• Experience providing live support to customers (preferred).
• Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred).
• Bachelor's degree (preferred).

What is the last date for applying to the job?

Which countries are accepted for this remote job?