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Director of Customer Support At brightwheel

Location

Denver, Colorado

Salary Range

$90K - 105K USD per year

Job Description

We re building the first mobile platform for early education with the largest network of schools and providers across the globe. Based in San Francisco & Denver, our team is passionate, talented, and customer-focused. We feel fortunate to be able to build a platform that has a measurable impact on the daily lives of teachers, parents, and kids.

If interested, please apply through this link: https://jobs.lever.co/mybrightwheel/eed9a472-2ff7-49e5-afcd-595df1c8a296?lever-origin=applied&lever-source%5B%5D=AngelList

Brightwheel is seeking an experienced leader to manage the Customer Support team. This role reports to the Head of Sales & Services and includes the full customer support experience: responding to inbound requests for support through multiple channels, crafting helpful materials for schools, building and maintaining a support resource center, and ensuring schools are set up for success.

This role will manage a large team and will work closely with Sales, Onboarding and Success, Marketing, and Product Development to improve the brightwheel customer experience for educators and parents across the country.

We are looking for someone who is both operationally excellent and an outstanding people leader.

Responsibilities:
Define and track Customer Support KPIs and goals; analyze relevant data to improve processes, drive innovation, and inform decisions.
Own the entire support organization and ensure we have the correct resources in place while also planning future organizational design.
Lead and grow the Customer Support team. This team serves on the front line and is critical to delivering an amazing customer experience, as well as providing important feedback to improve our product and service. We ll look to you to inspire and unify people around a vision; act as a technical expert while empowering people to act with autonomy; coach team members to develop themselves personally and professionally.
Work with cross-functional teams to create a feedback loop for customer insights and drive business KPIs around engagement, support levels, and retention.

Ideal Candidate Will Have:
Bachelor's degree, 8+ years experience (3+ years managing teams of significant size)
Experience leading and scaling a Customer Support organization, working in high-growth performance based environments
Demonstrated ability surrounding capacity planning & shift management.
Experience leading a scaled support team and working in high-growth, performance-focused environments required
The ability to inspire and lead a team with passion, empathy, integrity, and transparency
An ability to either directly identify with our customer profile (teachers, administrators, and parents) or quickly understand and translate customer profiles from other industries to early education
Active listening, speaking, and writing skills
Patience, drive, and appetite for early stage benefits and challenges, invested in solving both high- and low-level problems

Apply directly through this link today! https://jobs.lever.co/mybrightwheel/eed9a472-2ff7-49e5-afcd-595df1c8a296?lever-origin=applied&lever-source%5B%5D=AngelList

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