Customer Support Advocate

brightwheel | $45,011

Steph's Notes:

So, this one hit BINGO very quickly (and then some, actually, but compared to what's in Seriously, Maybe Don't at the moment...BINGO it is).

The main ones: Fast-paced environment, rapidly changing requirements, poorly-edited JD requires attention to detail, JD doesn't mention benefits at all, and salary for leadership roles is good but not for frontline roles.

But also: $45k is shitty pay for a non-entry-level role, especially when the company prefers the candidate to have experience in education and an undergraduate degree. I mean, seriously. What are all these companies on this week?

Original Job Description: Customer Support Advocate

Who You Are

brightwheel is seeking to hire a Customer 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 our  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. We’re 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.

What You’ll Do

• Develop expertise within our brightwheel product and become 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
• Answer chats and scheduled 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 to 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
• A plus: Experience in schools / education
• Experience providing live support to customers (preferred)
• Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
• Bachelor’s degree (preferred]

$21.64 - $21.64 an hour

For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Multiple factors determine final offer amounts, including geographic location, candidate experience, and expertise. If you have questions about the compensation band for your region, please ask your recruiter.