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Customer Onboarding Coordinator (Temp)



Customer Service
United States
Posted on Thursday, July 11, 2024
Our Mission and Opportunity
Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — 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 $175 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 Team
We are a fully remote team with employees across every time zone in the US. 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. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.
Who you are
The Customer Onboarding team assists new customers learn how to use brightwheel for the first time. We are seeking Customer Onboarding Associate contractors as we rapidly expand and prepare for our busiest season of the year. We 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 Onboarding team members who will support you to quickly get up to speed and become a productive member of the team. This position is a 6 month contract position, but has the possibility of becoming full-time with strong performance and if there is a business need.

What you’ll do:

  • Drive critical and time sensitive tasks that support customers learning to use the platform
  • Work in a variety of workstreams that support the Customer Onboarding team, including but not limited to customer scheduling and data entry.
  • Contact customers via phone, email, and text to facilitate call scheduling and collect customer information
  • Communicate clear and concise instructions via email and phone to customers, as well as any requested clarification and completion of customer requests
  • Upload customer data files with strong attention to detail and accuracy
  • 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 guide for our customers
  • Exhibit empathy towards our customers and each other at all times

Qualifications, Skills, & Abilities:

  • 1+ years of professional experience, ideally in sales or customer service. High-volume phone-based sales/customer service experience a plus; Sales development or inside sales 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). Bilingual written and verbal communication ability, specifically Spanish, a plus.
  • Comfortable using Google Suite tools (ex: Docs, Sheets, and Slides), and have a demonstrated ability to navigate and use these tools to perform daily tasks in an efficient manner
  • Ability to self-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 committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.