[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. 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

Skills

• 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)
• Experience in a high-volume support environment
• Familiarity with tools like Zendesk, Intercom, or Salesforce
• Experience working in education or with educators/families

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