About Pinwheel

Pinwheel Kids' & Teens' Phone is a smartphone and operating system designed specifically to help young people build healthy, life-long technology habits. Created by therapists, technologists, and parents, Pinwheel focuses on supporting curiosity, social connection, and emotional well-being in a tech-heavy world. The platform enables secure talk and text communication while allowing caregivers to customize a list of therapist-reviewed apps. Pinwheel’s mission-driven environment offers team members the opportunity to positively impact families and support healthier digital experiences for kids and teens.

The Role

You're often the first person a parent talks to when they need help. They may be setting up their child's first phone, fixing a technical issue, or feeling frustrated that something isn't working. Your job is to listen well, solve the problem, and leave them feeling confident in Pinwheel. Most of your work will be over the phone, with some written support as well.

What You'll Do

• Handle inbound calls from parents and caregivers about device setup, app management, account questions, and troubleshooting
• Give clear, friendly written support when a case needs follow-up
• Follow our support processes and documentation so every family gets consistent, accurate help
• Use our knowledge base and internal tools to find answers quickly, and flag gaps when something's missing
• Calm frustrated customers with patience and professionalism, and turn tough conversations into good outcomes
• Adjust your schedule when needed to cover busy periods or staffing gaps
• Share customer feedback and recurring issues with the team so we can keep improving

Your First 90 Days

• Days 1–30: Learn. Get to know Pinwheel's products, mission, tools, and support processes. Shadow experienced teammates and start handling calls with guidance.
• Days 31–60: Build confidence. Take calls independently, get comfortable with our knowledge base, and start handling more complex cases.
• Days 61–90: Own it. Consistently hit quality and productivity goals, handle difficult conversations with confidence, and help cover the schedule when the team needs you.

You Are

• An empathetic listener. You hear what the customer is really asking and make them feel understood.
• Calm under pressure. Upset customers don't rattle you, and you handle conflict with grace.
• Detail-oriented. You follow processes carefully and consistently.
• Adaptable. You stay steady when processes, tools, or priorities change.
• A fast learner. You pick up new information quickly and know where to find answers.
• Mission-driven. You believe in helping kids build healthier relationships with screens and want to support the families who share that goal.

You Have

• Availability to start immediately
• Customer care experience on a voice account (inbound calls)
• Excellent spoken and written English
• Flexibility to adjust your schedule based on team coverage needs
• Nice to have: Working knowledge of smartphones, mobile apps, or basic tech troubleshooting

Compensation

The starting rate is $3.75 per hour.