Independent Contractor - Customer Onboarding Services

Our Mission and Opportunity

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban.

Our Team

Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally.

Who You Are

Brightwheel is actively seeking an independent contractor to provide defined customer onboarding and implementations services for new brightwheel customers in their childcare centers. We are seeking a contractor with excellent communication and customer success capabilities, who can independently engage customers and articulate the value of Brightwheel’s platform as part of onboarding services.

The ideal contractor 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 deliverables, adeptly managing challenging customer interactions, and providing technical training on various aspects of our product is essential.

Scope of Services

As part of this engagement, the contractor may support new Brightwheel customers during the onboarding and activation period by delivering the following services:

• Provide comprehensive onboarding and product adoption support to customers implementing the brightwheel product suite.

• Support a rolling portfolio of approximately 100+ customer accounts over the typical 4–12 week onboarding lifecycle, including both pre-opening administrators and newly launched centers.

• Plan and execute onboarding activities in a manner that supports agreed-upon milestones and successful platform activation.

• Help address and overcome customer objections by clearly articulating brightwheel’s value and building confidence in the positive operational impact of the platform.

• Diagnose, troubleshoot, and assist with resolving technical or configuration challenges customers encounter during system setup and early usage.

• Coordinate with Brightwheel team members, as needed, to fulfill onboarding deliverables and ensure a smooth customer experience (e.g., Sales, Support).

• Apply strong critical thinking and problem-solving skills to accurately identify root causes, assist with investigating issues, and support timely resolution.

• Consistently reinforce the value of the brightwheel platform throughout onboarding to support long-term product adoption and customer success.

Qualifications, Skills, & Abilities

• 2+ years of experience in customer success, sales, account management, or onboarding, with a strong track record of driving positive customer outcomes.

• Excellent verbal and written English proficiency, enabling clear, professional communication with customers and internal stakeholders.

• Proven experience managing multiple customer onboarding projects independently,

• Strong organizational skills and ability to manage a high-volume onboarding or sales pipeline, with prioritization and follow-through to consistently meet customer milestones.

• Ability to coach customers through onboarding, handle objections, and identify opportunities to expand product adoption or upsell.

• Ability to work overlapping with U.S. time zones (Eastern Standard Time or Pacific Standard Time)

• High attention to detail combined with patience, empathy, and professionalism when supporting customers or navigating complex or challenging situations.

• Comfortable working independently in a remote, fast-paced, evolving environment, using tools like Slack, Google Workspace, Zoom, and CRM platforms (e.g., Salesforce).

This is an independent contractor opportunity. Contractors engaged through this program are not employees of Brightwheel and are not entitled to benefits, supervision, or employment protections. Contractors retain control over how services are performed, and may provide services to other clients, subject to reasonable conflict-of-interest restrictions.

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.

Protecting Our Applicants: Please be aware of recruiting scams impersonating Brightwheel. All legitimate communications come from @mybrightwheel.com addresses, and we never ask for payment or sensitive personal data as part of our hiring process. If you suspect fraudulent contact, reach out to [email protected]. Thank you for helping us keep our applicant community safe.