brightwheel

Customer Support Specialist

brightwheel

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $46,000 - $53,000 per year

Job Level

Junior

About the role

  • 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

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)
Benefits
  • Comprehensive medical, dental, and vision coverage
  • Generous paid parental leave
  • Flexible PTO so you can recharge when you need it
  • Local retirement or savings plans (e.g., 401(k) in the U.S.)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
communicationproblem-solvingattention to detailorganizational skillscustomer servicemultitaskingresponsivenessquality assuranceprocess improvementcross-functional collaboration