Job Description

**Customer Support Advocate**

Denver, Austin, or Remote (US Only) / Customer Success Success / Full-time **Our Mission and Opportunity** Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has lasting social and economic impact. is to enable high quality early education for every child by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $100 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

**Our Team** We are a highly distributed team supporting fully remote employees across every time zone in the US. We also have hubs in Austin, Denver, and San Francisco. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyonefrom our employees to the students, teachers, and administrators we serve should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.

**Who you are** Brightwheel is seeking to hire a Customer Engagement & Support Advocate to support our growing community of directors, teachers & parents. 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 will be on the front line communicating directly with our schools and parents and will work cross-functionally with the Sales, Customer Success and Product/Engineering teams. You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements.

Were 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. + Develop expertise in our platform and act as 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

+ Communicate clear and concise instructions via email and phone to all user types: Teachers, Administrators, and Parents.

+ Exhibit empathy towards our customers and each other at all times

+ Act as the voice of the customer, providing frequent input to Product and Engineering teams

+ Help develop and improve internal processes

+ Work cross-functionally on projects with other teams to improve the overall customer experience

+ Maintain established metrics and high customer satisfaction ratings

**Qualifications, skills, & abilities**

+ At least 1 year of customer service experience, such as Help Desk or support (required)

+ Exceptional written skills, attention to detail and strong listening skills

+ Experience providing phone support to customers

+ Excellent organization, time-management, and prioritization skills

+ Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems

+ 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

+ Preferred: Bachelors degree

Brightwheel offers competitive compensation packages with a strong emphasis on equity-based compensation (ownership in brightwheel). In addition to equity, compensation for this role is targeted at $21.64 / hour with paid holidays and time off. Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.

*Brightwheel is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.*

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