Customer Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist customers (administrators, educators, and families) through chat, email, and phone in a fast-paced setting

• Diagnose product and usage challenges, utilizing available resources to uncover root causes and guide customers to solutions

• Provide clear, precise, and easy-to-follow instructions, ensuring customers can successfully take action

• Take ownership of customer issues from beginning to end, ensuring full resolution

• Develop comprehensive knowledge of the brightwheel platform and keep updated on product changes

• Maintain strong performance metrics in key areas (e.g., responsiveness, quality, and productivity)

• Exercise attention to detail in documenting cases, adhering to workflows, and executing processes accurately

• Prioritize and manage multiple conversations and tasks at once while upholding high quality standards

• Collaborate across departments (e.g., Customer Success, Product, Engineering) to escalate and resolve issues as necessary

• Recognize patterns or recurring challenges and suggest improvements to processes and the overall customer experience

⛳️ Requirements

• At least 1 year of experience in customer service, support, or a related customer-facing position (or relevant experience in education/childcare)

• Proven ability to communicate effectively and clearly in both written and verbal forms

• Experience adhering to structured processes and instructions with great attention to detail

• Demonstrated capability to manage multiple priorities and stay organized in a dynamic environment

• Experience in problem-solving and assisting customers with navigating issues or inquiries

• Comfort with using or learning new tools and systems (e.g., support platforms, CRMs, internal tools)

🏝️ Benefits

• Brightwheel is dedicated to fostering a diverse and inclusive workplace and is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.