COMPANY OVERVIEW

Playground is working to make excellent child care accessible to all. Playground has built best in class software to manage all aspects of running a child care business. Playground has raised millions of dollars in funding, has several Statewide contracts, and is working with thousands of schools across the country. Our founders were recently recognized by Forbes as 30 under 30, and our work has been recognized across the country.
Playground is at an inflection point, growing at a quick pace. Playground is compromised of a team of owners who are not afraid to dive into large, complex projects.

ABOUT THE ROLE

As a member of our Customer Support team, you will be the first point of contact for our clients, playing a crucial role in ensuring their success and satisfaction with our platform. Your primary responsibilities will include handling support requests, troubleshooting issues, and guiding clients to effectively use our product. Your ability to empathize, communicate clearly, and build relationships will be key to creating positive experiences for our clients.

WHAT YOU’LL DO:

• Drive Customer Success: Provide empathetic, customer-centric support by understanding the unique needs and challenges of each client
• Manage Chat Responses: Respond to customer inquiries via chat in a timely and professional manner
• Problem-Solve with Providers: Troubleshoot technical issues and guide customers through solutions
• Collaborate Cross-Functionally: Collaborate with the product and engineering teams to escalate and resolve complex issues
• Drive Product Improvements: Document and track customer interactions and feedback to contribute to continuous product improvement
• Gather and Deliver Feedback to the Team: Proactively identify opportunities to educate customers about product features and best practices
• Become a product expert: Maintain a deep understanding of our platform to provide accurate and comprehensive support
• Growth Potential: High-performers in this role will have the opportunity to transition into onboarding/implementation roles within Playground down the line
• Updating Help Center: Keeping our Help Center up to date, creating and adding new articles

EXPERIENCE IN A CUSTOMER-FACING ROLE IN A B2B SAAS ENVIRONMENT PREFERRED

• Technical aptitude and the ability to quickly learn and navigate new software
• A passion for customer success and a genuine interest in helping others
• A proactive problem-solver who is comfortable with ambiguity and thrives in a fast-paced environment