Systems Administrator – 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 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

We are looking for a Systems Administrator to manage and optimize our customer support ticketing systems (such as Intercom, Zendesk, Salesforce Service Cloud, or similar platforms). This role will be responsible for maintaining system functionality, integrating tools, automating workflows, and leveraging AI-driven solutions to enhance customer support efficiency. The ideal candidate has experience with administering customer support platforms, implementing automation, and optimizing AI-powered tools for customer interactions.

What You’ll Do

• System Administration: Manage and maintain customer support ticketing platforms, including user setup, permissions, and configurations.
• Automation & AI Integration: Leverage AI-powered tools (such as chatbots, sentiment analysis, and predictive analytics) to enhance automation and improve customer support workflows.
• Workflow Optimization: Design and implement macros, triggers, and automation rules to streamline support processes.
• Integration Management: Connect the ticketing system with CRMs, help desks, communication tools (e.g., Slack, Jira, Salesforce).
• Performance Monitoring: Track system performance, troubleshoot technical issues, and ensure optimal uptime and functionality.
• Data & Reporting: Generate reports and dashboards to track support efficiency, customer satisfaction, and AI-driven insights.
• Security & Compliance: Ensure compliance with data privacy regulations (GDPR, CCPA) and manage system security settings.

Qualifications, Skills, & Abilities

• Experience: 2+ years of experience administering customer support ticketing systems (Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, or similar).
• AI & Automation Knowledge: Experience implementing AI-driven solutions (chatbots, automated ticket triage, sentiment analysis).
• Technical Skills: Proficiency in system configurations, API integrations, and automation tools.
• Data & Analytics: Ability to analyze support team performance and optimize workflows using AI insights and reporting tools.
• Problem-Solving: Strong troubleshooting skills to diagnose and resolve system issues efficiently.
• Communication: Ability to train and support teams on best practices and new technologies.

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.