brightwheel | $135,000-$215,000
Steph's Notes:
It's super patronizing that this JD includes info about their investors and the Customer Support Advocate role doesn't.
You thrive in fast-paced startup environments with very high performance expectations.
Oh wow, how unique brightwheel is! Because most startups move like molasses and expect their people to come in and fall on their asses immediately and repeatedly.
Also: no, thank you.
Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers
A....multi-year strategy. Are you just not planning to respond to customer feedback or market trends at all for years? Are you never going to update the product again? The hell?
Set and achieve ambitious CSAT and risk/fraud goals
You're...setting goals for risk and fraud?
Lead the Payment Operations team which is responsible for risk and fraud
Well, sure. Someone needs to hit those ambitious goals for risk and fraud.
Also, this is software for preschools and daycares. What the hell is going on with this product?
Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth
Ooohhh, that's a bad sign.
Build a deep bench of high-performing leaders on the Customer Support team
But, as we've already seen, don't pay them for that high performance or leadership!
Demonstrated excellence in all 8 brightwheel Leadership Principles
Okay, requiring "demonstrated excellence" in company-specific principles for a company for which a candidate's never worked is just ridiculous.
brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits.
For the second time this issue, I CALL BULLSHIT. You pay your advocates a third to a fifth of what you pay for this role, and your Advocate JD doesn't even mention benefits. GIVE ME A FUCKING BREAK.
I cannot with these companies this week. I CANNOT.
Original Job Description: Head of Customer Support
Our Mission and Opportunity
Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.
Our Team
We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.
We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.
Who You Are
Brightwheel is seeking a Head of Customer Support and Payment Operations. You are passionate about the customer experience and work relentlessly to ensure our team and customers are successful. 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.
What You'll Do
- 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 Customer Support team
Qualifications, Skills, & Abilities
- 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
$135,000 - $215,000 a year
brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. In addition, our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.
For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In addition to equity, our annual cash compensation for this role in all US-based locations is an overall on target earnings of $135,000 - 215,000 yearly.
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.
