Customer Support Specialist at brightwheel in Remote

Summary: Brightwheel is the largest platform in early education, dedicated to enhancing childhood outcomes through technology. The Customer Support Specialist will support customers across various channels, troubleshoot issues, and maintain high-quality service while managing multiple tasks. Responsibilities: - 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 Required Qualifications: - 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) Preferred Qualifications: - Experience in a high-volume support environment - Familiarity with tools like Zendesk, Intercom, or Salesforce - Experience working in education or with educators/families Required Skills: Customer Service, Customer Support, Troubleshooting, Support Platforms, CRM Systems