Customer Onboarding Operations Specialist - Brand New Programs

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 actively seeking a highly motivated individual to play a key role in supporting and training our customers for the successful implementation of brightwheel at their childcare centers. 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.

The ideal candidate will possess a proven track record in navigating a fast-paced environment in customer onboarding, customer success, or sales. 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

• Assist customers in getting started with opening a new childcare center and preparing them to utilize the brightwheel product effectively
• Own a running portfolio of 150+ accounts as they work toward successfully opening their centers and adopting brightwheel
• Prioritize accounts to support customers in taking strategic, timely steps to open their new childcare centers successfully
• Overcome customer objections to ensure the customer feels confident with the positive change and value brightwheel will bring to their brand new program
• Diagnose and resolve technical challenges our customers experience as they get their system configured and their center open and operating
• 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 journey
• Use 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

Qualifications, Skills, & Abilities

• 2+ years of 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
• Ability to create urgency and motivate people to launch with brightwheel
• 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

Equity & Ownership:

We believe in empowering our employees as stakeholders in brightwheel’s success. As an equity holder, your financial upside grows alongside the company’s achievements, offering a truly meaningful and compelling long-term opportunity.

Premium Benefits & Wellness Support:

We want our team members and their families to thrive. We support this through:

Healthcare Coverage: Medical, dental, and vision benefits typically valued at $15,000+, with brightwheel providing high coverage for both employees and families 

--Generous Paid Parental Leave for growing families

--Flexible Paid Time Off (PTO) to recharge and relax

--401(k) Enrollment to help you plan for the future

--Monthly Wellness & Productivity Stipend to support your well-being

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.