Customer Support Representative

Great Minds is a mission-driven organization that develops high-quality curricula and educational materials for K-12 education, focusing on math, science, and ELA. They are committed to supporting educators and students through research-based content and innovative tools.

Location: Remote

Salary: $45,000–$48,000/yr

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.

Requirements

• 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.

Benefits

• The expected base salary range for this position is $45,000-$48,000.
• A cover letter and resume are required to be considered for this position.
• New employees will be required to successfully complete a background check.

Additional Information

• 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.
• Applicants should not provide banking or sensitive information unless contacted through official channels.