Head of Support

Our Mission and OpportunityEarly 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 TeamWe 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 AreBrightwheel is seeking a Head of 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 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

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. Apply