Customer Support Associate

About Playground
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. We are also looking for someone to contribute ideas for process improvements and innovation across the team.

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

• Process Improvement: identifies opportunities to improve our processes and brings forward new ideas to make our work more efficient and effective

• 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

What You Need:

• 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

• Contribute ideas for process improvements and innovation across the team

• A proactive problem-solver who is comfortable with ambiguity and thrives in a fast-paced environment

• Payroll experience is a plus

Compensation

• The annual salary range for this position is $70,000 subject to standard withholding and applicable taxes

  • Job level and actual compensation will be decided on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified.

Why Join Playground:

• Competitive salary + equity

• 3 weeks of PTO

• Health, vision, and dental benefits

• $1200/year education stipend

• 401(k)

• Free lunch daily

• New Macbook

• Collaborative and supportive work culture with a high level of autonomy and room for growth

• Help accelerate our mission to make excellent childcare accessible to all!

How to Apply: If you're a hustler who's excited to join a mission-driven, early-stage company with ownership, craftsmanship, and empathy at the center of what we do, apply now. The Playground Team is fully in-office in Denver, CO. Please make sure you are open to a fully in-person role before applying.

Check out: https://www.tryplayground.com/about to learn more about our journey and co-founders Dan, Josh, and Sasha.