Customer Support Representative

Great Minds is seeking a customer-focused and solution-oriented Customer Support Representative to join its growing team. This remote opportunity is ideal for professionals who enjoy problem-solving, improving customer experiences, and supporting educators through high-quality service.

The successful candidate will manage customer inquiries, resolve complex issues, coordinate with internal teams, and ensure smooth service delivery. The ideal applicant should have strong communication skills, experience with CRM systems, and the ability to work effectively in a fast-paced, mission-driven environment.

Key Responsibilities:

• Serve as the primary contact for customer inquiries related to orders, shipments, and product information.

• Manage customer issues from initial request through final resolution.

• Coordinate with Logistics, Print Operations, Sales, and other teams to ensure timely service delivery.

• Monitor customer support trends and recommend process improvements.

• Support account management and improve communication workflows across teams.

• Create and update SOPs, email templates, and knowledge base documentation.

• Maintain strong knowledge of company products, services, and policies.

• Communicate professionally with customers and internal stakeholders.

• Maintain accurate customer interaction records in Salesforce CRM.

• Participate in projects focused on improving customer experience and operational efficiency.

Requirements:

• 3 years of customer service experience in a high-volume environment.

• Proven ability to resolve customer issues and coordinate with multiple teams.

• Strong analytical and reporting skills.

• Proficiency in Salesforce CRM and Microsoft Office.

• Excellent communication, organization, and time-management skills.

• Self-motivated with the ability to adapt to changing priorities.

• Commitment to providing outstanding support to schools and educators.

• Strong knowledge of:

• Customer Relationship Management (CRM)

• Salesforce CRM

• Microsoft Office

• Customer Issue Resolution

• Process Improvement

• Reporting & Data Analysis

Preferred Qualifications:

• Experience in education, publishing, or logistics industries.

• Experience creating Salesforce reports and dashboards.

• Familiarity with Smartsheet or SharePoint.

• Experience with workflow automation and process improvement.

• Knowledge of NetSuite or similar ERP systems.

Benefits:

• Comprehensive health benefits

• Paid time off

• Employee support programs

• Professional development opportunities