[Hiring] Customer Support Specialist @brightwheel

Role Description

Support customers (administrators, teachers, and families) across chat, email, and phone in a high-volume environment.

• Troubleshoot product and usage issues, using available resources to identify root causes and guide customers to a resolution.
• Communicate clear, accurate, and easy-to-follow instructions, ensuring customers can successfully take action.
• Own customer issues from start to finish, following through until fully resolved.
• Build deep knowledge of the brightwheel platform and stay up to date on product updates.
• Maintain strong performance against key goals (e.g., responsiveness, quality, and productivity).
• Apply attention to detail when documenting cases, following workflows, and executing processes accurately.
• Prioritize and manage multiple conversations and tasks simultaneously while maintaining a high bar for quality.
• Partner cross-functionally (e.g., Customer Success, Product, Engineering) to escalate and resolve issues when needed.
• Identify patterns or recurring issues and contribute ideas to improve processes and the customer experience.

Qualifications

• 1+ year of experience in customer service, support, or a similar customer-facing role (or relevant experience in education/childcare).
• Demonstrated ability to communicate clearly and effectively in writing and verbally.
• Experience following structured processes and instructions with strong attention to detail.
• Proven ability to manage multiple priorities and stay organized in a fast-paced environment.
• Experience solving problems and helping customers navigate issues or questions.
• Comfort using or learning new tools and systems (e.g., support platforms, CRMs, internal tools).

Requirements

• Experience in a high-volume support environment (nice to have).
• Familiarity with tools like Zendesk, Intercom, or Salesforce (nice to have).
• Experience working in education or with educators/families (nice to have).

Benefits

• Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.