[Hiring] Customer Support Representative @Great Minds

Role Description

The Customer Support Representative serves as a trusted partner to both customers and internal teams by delivering high-quality support, resolving complex issues, and ensuring a seamless customer experience. This position provides advanced pre- and post-sales support, prioritizes customer relationships, and collaborates cross-functionally to ensure timely and accurate service delivery. This role is ideal for a service-oriented professional who thrives on problem-solving, process improvement, and driving customer satisfaction in a fast-paced, mission-driven environment.

Responsibilities

• Serve as the primary point of contact for customer inquiries related to orders, shipments, and product information.
• Manage issue resolution from start to finish, coordinating with Logistics, Print Operations, and Sales teams to ensure timely and accurate delivery.
• Monitor and analyze customer support trends to identify recurring issues and recommend process improvements.
• Partner with Operations, Sales, and Program teams to support accounts and improve communication workflows.
• Contribute to the creation and refinement of Standard Operating Procedures (SOPs), email templates, and knowledge base documentation.
• Demonstrate a thorough understanding of Great Minds’ products, services, and policies to deliver accurate and consistent information.
• Communicate clearly, professionally, and promptly with both customers and internal stakeholders.
• Maintain accurate and detailed records of customer interactions in Salesforce, the organization’s Customer Relationship Management (CRM) system.
• Participate in cross-functional initiatives that enhance customer experience and operational efficiency.

Qualifications

• 3 years of customer service experience in a fast-paced, high-volume environment.
• Demonstrated ability to resolve customer inquiries and drive issues to resolution across multiple teams.
• Strong analytical and reporting skills with proficiency in Salesforce CRM and Microsoft Office.
• Excellent communication, organization, and time-management skills.
• Self-motivated, proactive, and adaptable to evolving priorities and systems.
• Commitment to Great Minds’ mission and to deliver outstanding service to schools and educators.

Preferred Qualifications

• Experience in education, publishing, or logistics.
• Proficiency with Salesforce, including creating and managing reports and dashboards.
• Familiarity with collaboration and task management tools such as Smartsheet or SharePoint.
• Experience supporting process improvement or workflow automation initiatives.
• Experience working with NetSuite or similar ERP systems.

Required Education

• High School Diploma or equivalent.

Status

• Full-time

Location

• Remote

Salary Information

The expected base salary range for this position is $45,000-$48,000, however the offered salary may be higher or lower than the above range dependent on numerous factors including, but not limited to location, work experience, skills and internal equity considerations. The base salary is not inclusive of benefits or other incentives.

Application Requirements

A cover letter and resume are required to be considered for this position.

Background Check

New employees will be required to successfully complete a background check.

Communication

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact [email protected].

Equal Opportunity Employer

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.