Customer Support Associate

Company Overview

Playground is dedicated to making excellent child care accessible to all, having developed best-in-class software to manage all aspects of running a child care business. The company has secured millions in funding, holds several Statewide contracts, and partners with thousands of schools nationwide. Our founders have been recognized by Forbes as 30 Under 30, and our work has garnered national acclaim.

Playground is currently experiencing rapid growth, composed of a team of committed individuals eager to tackle large, complex projects.

About The Role

As a Customer Support Associate, you will be the initial point of contact for our clients, playing a pivotal role in ensuring their success and satisfaction with our platform. Your core responsibilities will include managing support requests, diagnosing issues, and guiding clients on effective product usage. Your capacity for empathy, clear communication, and relationship-building will be essential for creating positive client experiences.

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: Work closely with 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.
• Updating Help Center: Keep 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.
• A proactive problem-solver who is comfortable with ambiguity and thrives in a fast-paced environment.

Compensation

The annual salary range for this Customer Support Associate position is $60,000 - $75,000, subject to standard withholding and applicable taxes. Job level and actual compensation will be determined by factors including individual qualifications, market demands, and specific work location. The listed range is a guideline and may be modified.

Why Join Playground

• Competitive salary + equity.
• 3 weeks of PTO.
• Health, vision, and dental benefits.
• $1200/year education stipend.
• Free lunch daily.
• New Macbook.
• Collaborative and supportive work culture with high autonomy and growth opportunities.
• Help accelerate our mission to make excellent childcare accessible to all!

How to Apply

If you're a hustler excited to join a mission-driven, early-stage company centered on ownership, craftsmanship, and empathy, apply now. The Playground Team is fully in-office in LoDo, Denver. Please confirm your openness to a fully in-person role before applying. For more information, visit tryplayground.com/about.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• B2B SaaS
• Client Communication
• Product Knowledge
• Problem Solving
• Empathy
• Cross-functional Collaboration
• Customer Feedback
• Help Center Management