Customer Success Associate MyCareConnect - 3.7 Brea, CA Job Details Full-time $25 - $34 an hour 9 hours ago Benefits Paid training Health insurance 401(k) Paid time off Qualifications Customer communication Analysis skills Attention to detail Adaptability Customer support Associate's degree Teaching Full Job Description Company Overview MyCareConnect is dedicated to transforming early childhood education through innovative SaaS solutions that empower families, childcare providers, nonprofits, governments, and employers. Our mission is to ensure every child has access to quality childcare programs that help them reach their full potential. With a strong presence across California and a commitment to expanding nationwide, we are passionate about making a positive impact in communities everywhere. Who We Work With Our software runs behind programs that families and providers across California rely on every day, including: Child Care San Diego (https://childcaresandiego.com) — county-wide childcare resource and enrollment hub Early Learning for All SF (https://www.sf.gov/early-learning-for-all) — San Francisco's universal early care and education program Long Beach Early Learning Hub (https://thehublb.org) — coordinated enrollment for Universal Pre-K Stanford WorkLife Childcare (https://childcare.stanford.edu) — university employee childcare Harvard University Childcare (https://app.mycareconnect.io/hu/ccc/home) — employer-sponsored child care About the Role You'll be a first point of contact for the agency staff who use our software. You'll start by learning one of our products in depth, then help customers solve problems, answer their questions, and get the most out of our solutions. As your expertise grows, you'll expand to additional products and play a bigger part in how we support customers and improve our software. You'll work closely with our product, QA, and development teams. No prior knowledge of childcare, subsidy programs, or government agencies is required. We'll teach you the domain and our products through hands-on training. What we can't teach is curiosity, persistence, and a commitment to seeing problems through. Who You Are You enjoy helping people solve problems and are comfortable learning complex software and the processes behind it. You communicate clearly and can explain complicated issues in a way that makes sense to anyone. You own problems from start to finish, and you know when to bring in the right person. You're detail-oriented, follow through on commitments, and can juggle competing priorities. You're coachable, adapt well to change, and look for ways to make things better. Most of all, you care about helping customers feel heard, supported, and confident. What You'll Do Own support requests end to end: Manage support tickets, troubleshoot issues, and keep customers updated until each issue is resolved or escalated.

Investigate and document issues:

Troubleshoot software problems, spot patterns, and write up clear findings for QA and Development.

Help people find answers:

Maintain and create knowledge base articles, internal documentation, and customer-specific procedures.

Support training:

Help create release notes, tutorials, and training materials, and deliver online training for customers and internal teams.

Drive improvement:

Flag recurring issues and suggest improvements to our products, processes, documentation, and AI-assisted support tools.

Assist with onboarding:

Support senior team members with agency implementations, data migrations, and other customer projects.

Deliver a consistent experience:

Follow support processes and help monitor and improve our service-level commitments. How You'll Be Measured We'll look at responsiveness, resolution quality, customer communication, follow-through, and meeting our SLA commitments. You'll have clear goals and regular feedback from day one. Requirements 1+ year of experience in customer service, support, or a similar customer-facing role Strong written and verbal communication, including explaining technical topics to non-technical users Ability to quickly learn new tools and concepts Attention to detail and a proactive approach to completing tasks Analytical skills: able to assess issues, prioritize, and initiate solutions, not just report problems Flexibility to adjust your schedule when business needs require Growth We believe in growing people from within. You'll master one product first, then expand to additional products as your skills grow. Over time you'll have opportunities to lead onboardings, shape our support processes, and help build the AI-supported tools that are changing how we serve customers.

Pay:

$25.00 - $34.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Health insurance Paid time off Paid training Application Question(s): Do you have at least 1 year of experience in customer service, support, or another customer-facing role? (Yes / No) Describe a time you had to learn a complex piece of software or process quickly. How did you go about it, and how did you know you'd learned it well enough? Tell us about a customer problem you owned from start to finish — including a point where you had to pull in someone else to get it solved. How have you used AI tools (ChatGPT, Claude, Copilot, etc.) in your work or daily life? What worked and what didn't?

Education:

Associate (Preferred)

Work Location:

In person