($21.64 per hour) Customer Support Advocate

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https://jobs.lever.co/brightwheel/c340f006-7ee5-49e6-bd62-e2a122afdbd3

The following information can be found on the job posting:

Develop expertise in our Experience Early Learning product and curriculum 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

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 Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
Bachelor’s degree (preferred]

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