Head of Customer Support, Brightwheel

$135-215k

Plus equity

Expert level
Remote in US
Brightwheel

Online platform for early education management

Be an early applicant

Brightwheel

Online platform for early education management

201-500 employees

B2BEducationCommunicationSaaS

Be an early applicant

$135-215k

Plus equity

Expert level
Remote in US

201-500 employees

B2BEducationCommunicationSaaS

Company mission

To improve education for young children, given the vital importance of early education for later life.

Role

Who you are

  • You are a seasoned leader who continuously invests in building a strong team culture and upleveling your team
  • You are excited to collaborate with leaders across the business to ensure the product and entire customer experience are cohesive and strong. You thrive in fast-paced startup environments with very high performance expectations
  • 10+ years in Customer Support in a startup environment including email, chat and phone support across multiple product lines
  • 5+ years leading a customer-facing team including managing managers
  • Track record of leading teams that regularly exceeded ambitious goals
  • Excellence in problem-solving in ambiguous situations and first-principles thinking
  • Experience working with BPOs
  • Strong preference for experience in vSaaS, SMB customers, high-volume environments
  • Demonstrated excellence in all 8 brightwheel Leadership Principles
  • Bonus: experience with Payment Operations

What the job involves

  • Brightwheel is seeking a Head of Support and Payment Operations. You are passionate about the customer experience and work relentlessly to ensure our team and customers are successful
  • Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers
  • Set and achieve ambitious CSAT and risk/fraud goals
  • Lead the full Support team including our BPO partner; includes leading brightwheel’s response to customer-facing platform incidents and other escalations
  • Lead the Payment Operations team which is responsible for risk and fraud
  • Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth
  • Build and maintain a high-performing culture on your team - clear goals, rapid tracking of results, solid coaching & feedback, rapid recognition & rewards
  • Build a deep bench of high-performing leaders on the Support team

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 headshot

Freddie

Company Specialist

Insights

Top investors

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

Leadership

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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