Customer Onboarding Operations Specialist

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.

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. Join our dynamic team and contribute to the enhancement of education through innovative solutions and exceptional customer service.

What you’ll do

• 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

Qualifications, Skills, & Abilities:

• 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

$28.85 - $28.85 an hour

brightwheel is committed to internal pay equity and offers a competitive compensation package. This 6-month contract is at an hourly rate of $28.85/hour for all U.S. locations.