Job description

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.

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.

Key Responsibilities:

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.

Required Qualifications:

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.

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.

Required profile