Customer Onboarding Operations Specialist, Brightwheel
Temp, 6 Month Contract
$28.85 an hour
Online platform for early education management
Job no longer available
Online platform for early education management
201-500 employees
Job no longer available
$28.85 an hour
201-500 employees
Company mission
To improve education for young children, given the vital importance of early education for later life.
Role
Who you are
- Successful candidates will have excellent organizational and communication skills, as well as the ability to complete detail-oriented work in a fast-paced environment
- Comfort with setting and achieving ambitious goals, adeptly managing challenging customer interactions, and providing technical training on various aspects of our product is essential
- 2+ years of customer onboarding, customer success, sales, and/or account management experience
- Associate’s degree, Bachelor's degree, or comparable professional experience
- A proven track record in onboarding new customers is a plus
- Comfort with a high-volume funnel that requires careful prioritization to hit ambitious monthly goals
- Excellent collaboration, organization, time-management, and prioritization skills
- Ability to self-manage time-sensitive and detailed tasks to deliver on time every time
- Exceptional phone and written English communication skills; bilingual written and verbal communication ability (specifically Spanish) is a plus
- Great attention to detail - nothing can slip through the cracks when we’re supporting our customers
- Patience and empathy while teaching customers or handling tricky customer situations
- Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly
- Comfort with working remotely using communication tools such as Slack, Google Suite, and Zoom
- Tech-savvy with experience in CRM tools (e.g., Salesforce) is preferred
What the job involves
- Brightwheel is seeking an Onboarding Specialist to join the Onboarding team to specialize in the Brand New Programs workstream
- Operations Specialists are a critical piece of the Onboarding team, reducing barriers to the customer experience in the early stages of their brightwheel journey as well as keeping tools, resources, and systems organized and up-to-date for the Onboarding team
- These individuals play a key role in supporting and training our customers for successful implementation of brightwheel before they open their childcare centers, so this position necessitates strong communication and customer service skills, coupled with the ability to effectively motivate our customers while consistently highlighting the value of our platform
- Own a running portfolio of brand new program accounts, assisting customers in learning and adopting the brightwheel product prior to opening their center
- Overcome customer objections to ensure the customer feels confident in opening their center and the value brightwheel will bring to their program
- Diagnose and resolve technical challenges our customers experience as they get the system configured
- Serve as the expert on brightwheel’s technology platform for customers and other cross-functional teams
- Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journeyUse strong critical thinking and troubleshooting abilities to correctly identify, investigate, and resolve technical or usage issues
- Continue to sell the value of the software to gain buy-in and trust in brightwheel’s capabilities
- Execute on Onboarding operations workstream duties within set timeframes and with a high degree of accuracy
- Work closely with leadership to execute given projects that have a clear ROI to the operational effectiveness and efficiency of the Onboarding team or customer experience
- Suggest improvements to the Onboarding process and procedures by identifying gaps, proposing solutions, and working with leadership to implement; participate in scoping, if appropriate
Our take
Childcare and teaching is a profession fraught with pressures and paperwork and yet it remains relatively ill attended to by advances in tech and software. Brightwheel want to revolutionize this, focusing on facilitating the administrative and communicative relationship between schools, carers and parents or guardians.
As tech enters the classrooms there are various apps focusing on the education itself with fewer actually handling the communications for schools. Its platform helps increase parental and teacher engagement with students everyday, while helping small education businesses save money, time, and to grow.
Brightwheel is carving out a name for itself as a service valuable for its exciting and useful new updates. They were quick to adapt to school closures by offering distance learning capabilities and health testing. They also cater to childcare in lower-income areas with their freemium model. Since their $55 million funding round, if it remains on this course of steady, popular development and wide uptake, Brightwheel will likely achieve its goal of going public in a few years time.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-15% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2021
$55m
SERIES C
Oct 2018
$21m
SERIES B
Total funding: $88.8m
Company benefits
- Work from home opportunities
Company values
- Deliver Value for Customers
- Take Ownership
- Get Better Every Day
- Think Critically, Move Fast
- Dive Deep
- Trust, and Challenge
- Make it Happen
- Achieve Extraordinary Results
Company HQ
Financial District, San Francisco, CA
Articles
Founders
Dave Vasen
(CEO)Dave started his career at Morgan Stanley, before spending a year at Cisco and 3 years as a Bain Consultant. He worked at Amazon for 2 years, and after taking on several Advisory roles he founded Brightwheel in 2014.
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