Customer Support Specialist

Our Mission and Opportunity Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban. Our Team Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally. Who You Are You are someone who genuinely cares about helping people and takes pride in delivering a high-quality customer experience. You approach problems with curiosity and a willingness to learn, and you are excited to build your skills in a fast-paced support environment. You demonstrate strong attention to detail and can follow processes and instructions accurately, ensuring customers receive clear and correct guidance. You communicate thoughtfully and clearly, adapting your approach across chat, email, and phone. You take ownership of your work and can be relied on to follow through on tasks and customer issues end-to-end. You are organized, manage your time effectively, and can handle a high volume of work while maintaining quality. You are open to feedback and motivated to improve every day—quickly building product knowledge, strengthening your troubleshooting skills, and becoming more efficient over time. What You’ll Do - Support customers (administrators, teachers, and families) across chat, email, and phone in a high-volume environment - Troubleshoot product and usage issues, using available resources to identify root causes and guide customers to a resolution - Communicate clear,