Our Mission and Opportunity

Early 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 vision is high quality early education for every child. We pursue this by directly supporting teachers in the classroom, engaging parents in the development of their kids, and enabling the small businesses that make up the backbone of the $175 billion early education industry. Brightwheel is the most loved technology brand in early education, trusted by tens of thousands of providers and millions of educators and families.

Our Team

Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a fully remote team with employees across every time zone in the US. Our exceptional investor group includes Addition, Bessemer, Emerson Collective, Lowercase Capital, Mark Cuban, Notable Capital, and others.

Who You Are

Brightwheel is seeking temporary Customer Support Advocates to assist our growing community of directors, teachers & parents during a period of high demand. This 3-month contract role is ideal for someone with customer service experience who can quickly get up to speed, follow structured workflows, and deliver helpful, empathetic support in a fast-paced environment.

You’re a great fit if you thrive in structured support roles, enjoy helping others, and are able to work independently while delivering high-quality, high-volume service. While this role focuses primarily on triaging and resolving lower-complexity issues using existing tools and macros, your contribution will have a real impact on customers and the broader support team.

• Handle a high volume of support tickets through email, chat, and tagging, focusing on common and straightforward customer needs
• Identify and apply the appropriate saved replies (macros), customizing them as needed to ensure accurate, helpful, and personalized responses.
• Triage and route more complex issues to the appropriate team, ensuring accurate notes and escalation paths.
• Maintain response time and quality metrics while working efficiently and independently.
• Deliver empathetic, helpful communication that reflects Brightwheel’s voice and values.
• Surface common trends or gaps in macros/workflows to help the team improve efficiency
• Work fully remotely while collaborating with teammates via Slack and internal systems.
• Develop expertise in our platform and become a subject matter expert for our customers, keeping on top of updates in each release

• At least 1 year of customer service (required)
• Comfortable and confident supporting customer inquiries by chat, email & phone
• Exceptional written skills, attention to detail, and strong listening skills
• Excellent organization, time-management, and prioritization skills
• Comfort with a fast-paced and dynamic environment that evolves rapidly
• A passion for improving the world through education
• A plus: Experience in schools/education
• Experience providing live support to customers (preferred)
• Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
• Available to work for a 3-month contract, with reliable schedule adherence

Work-Life Flexibility:

We are a fully remote company, giving you the flexibility to work from where you thrive. Say goodbye to the commuting hassle and reclaim valuable time for what matters most.

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.