Customer Support Advocate

September 17

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brightwheel

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Daycare • preschool • Mobile & Web Tool • Child Care • Education

201 - 500

💰 $55M Series C on 2021-02

Description

•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

Requirements

•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)