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Customer Support Advocate

Remote:

Full Remote

Contract:

Full time

Experience:

Junior (1-2 years)

Work from:

United States

Offer summary

Qualifications:

At least 1 year of customer service or early education experience, Exceptional written, attention to detail, strong listening skills, Bachelor’s degree (preferred).

Key responsabilities:

Become a subject matter expert for customers
Identify and resolve technical or usage issues
Provide live support via chat and phone
Advocate for customers' needs and improvements
Improve internal processes and customer experience

brightwheel Education SME https://www.mybrightwheel.com/

201 - 500 Employees

See more brightwheel offers

Job description

Your missions

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 in our Experience Early Learning product and curriculum 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