Customer Success Associate (US ONLY) in San Francisco, California

29 days ago
Entry-Mid Level
Full Time
Our Mission and OpportunityEarly education is one of the greatest determinants of childhood outcomes, is a must for working families, and has lasting social and economic impact. Brightwheel’s mission is to transform early education for every teacher, child, and parent — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $100 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our TeamWe are a distributed team, with offices in San Francisco, Denver, and Austin along with fully remote team members. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban. 
We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who you areWe are rapidly expanding and need go-getters who are excited to help customers adopt new technology that can have a huge impact on their program. You are comfortable independently driving critical tasks, have an attention to detail, and have polished customer-facing phone skills. You are also able to collaborate and communicate effectively with experienced Customer Success team members who will train and support you to quickly get up to speed and become a productive member of the team.  
This is a 2-4 month contract position. 

What you’ll do
  • Partner with members of the Customer Success team to drive critical and time sensitive tasks that support customers learning how to use the platform
  • Contact customers via phone and email to facilitate call scheduling and collect customer information
  • Communicate clear and concise instructions via email and phone to customers
  • Sort through requests, prioritize, and report out on task progress and completion
  • Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
  • Develop expertise in our platform and act as a subject matter expert for our customers
  • Partner with members of the Customer Success team to drive critical and time sensitive tasks that support customers learning how to use the platform
  • Contact customers via phone and email to facilitate clarification and completion of customer requests
  • Exhibit empathy towards our customers and each other at all times

Qualifications, skills, & abilities:
  • 1+ years of professional experience, ideally in sales or customer success
  • High-volume phone-based sales experience a plus; SDR or ISR experience at a SaaS company is preferred
  • Good command of English both oral and written and customer service skills (active listening, provide basic instructions, professional demeanor)
  • Ability to manage time sensitive tasks and deliver on time every time
  • Great attention to detail - nothing can slip through the cracks when we’re supporting our customers
  • Comfort with working remotely using communication tools such as slack and zoom
  • Experience with CRM systems (Salesforce in particular) a plus
  • Associate’s degree, Bachelor's degree or comparable professional experience. Recent graduates welcome to apply

Brightwheel is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.