Customer Support Advocate
Brightwheel
United States
Full TimeSalaryUSD 45k
Posted on 23rd Sep 2024Expires 22nd Nov 2024
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 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
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
- 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 Salesforce, Intercom, or similar CRM systems (preferred)
- Bachelor’s degree (preferred]
Instructions
- Provide Accurate Personal Information
- If the job requires a CV, ensure that you upload an up to date CV
- The name on your application should match your legal identification.
- All Fields marked with * are mandatory
Please ensure you regularly check the email address provided during the application process for any updates from Tuhustle or potential employers. Your application status, interview invitations, or job offers will be sent via email. Respond promptly to any messages to maintain your candidacy.