Customer Support Specialist

brightwheel

13d

About The Position

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban. Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally. You are someone who genuinely cares about helping people and takes pride in delivering a high-quality customer experience. You approach problems with curiosity and a willingness to learn, and you are excited to build your skills in a fast-paced support environment. You demonstrate strong attention to detail and can follow processes and instructions accurately, ensuring customers receive clear and correct guidance. You communicate thoughtfully and clearly, adapting your approach across chat, email, and phone. You take ownership of your work and can be relied on to follow through on tasks and customer issues end-to-end. You are organized, manage your time effectively, and can handle a high volume of work while maintaining quality. You are open to feedback and motivated to improve every day—quickly building product knowledge, strengthening your troubleshooting skills, and becoming more efficient over time.

Requirements

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)

Nice To Haves

Experience in a high-volume support environment
Familiarity with tools like Zendesk, Intercom, or Salesforce
Experience working in education or with educators/families

Responsibilities

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