Customer Support Specialist

Role Overview

• 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.)