Customer Support Representative (PST Hours)

TrulyHired; Washington (District of Columbia); On-site; USD 45,000 - 48,000; Full time

Job summary

Great Minds is seeking a Customer Support Representative to deliver high-quality, pre- and post-sales support for educators and schools, leveraging Salesforce to track interactions and resolve issues efficiently.

The role emphasizes problem-solving, process improvements, and strong communication, with a focus on remote PST-hours coverage and collaborative work across Logistics, Operations, and Sales teams.

Qualifications

• 3 years of customer service experience in a fast-paced environment.
• Ability to resolve inquiries and drive issues to resolution across multiple teams.
• Strong analytical and reporting skills with Salesforce and MS Office.
• Excellent communication, organization, and time-management skills.
• Self-motivated and adaptable to evolving priorities and systems.

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 SOPs, email templates, and knowledge base documentation.
• Demonstrate a thorough understanding of Great Minds products, services, and policies to deliver accurate information.
• Communicate clearly and promptly with both customers and internal stakeholders.
• Maintain accurate and detailed records of customer interactions in Salesforce.
• Participate in cross-functional initiatives that enhance customer experience and operational efficiency.

Skills

Customer service

Communication

Analytical skills

Problem-solving

Education

High School Diploma or equivalent

Tools

Salesforce

Smartsheet

SharePoint

NetSuite

Microsoft Office

Job description

Customer Support Representative (PST Hours) Full Description

Who We Are

Great Minds is a high-growth, mission-driven organization founded by educators in 2007. As a for-profit, Public Benefit Corporation, we believe all students deserve access to meaningful, challenging contentand all teachers deserve tools that are intuitive, effective, and built for the realities of todays classrooms.

We develop high-quality, knowledge-rich math, science and ELA curricula grounded in research and designed in collaboration with educators. Our materials reflect real classroom needs and are built to drive lasting student outcomes.

We are committed to usability, coherence, and practical implementationsupporting teachers not just through curriculum, but with professional learning, purposeful technology, and responsive service that enable strong adoption and impact.

What We Build

Our productsEureka Math and Eureka Math², Wit & Wisdom, PhD Science, Geodes, and the newly launched Arts & Letters ELAare trusted by thousands of schools and districts nationwide.

• Eureka Math is the most widely used math curriculum in the U.S., and is focused on balancing conceptual understanding, procedural fluency, and application.
• Wit & Wisdom® and Arts & Letters ELAâ ¢ anchor our reading strategy with content-rich, grade-level instruction that integrates literature, history, and the arts, grounded in the science of reading. Geodes® complements our reading suite with decodable texts that pair phonics with meaningful content to support early literacy.
• PhD Science is a hands-on K-5 Science program that sparks curiosity as students build enduring knowledge of how the scientific world works.

These programs reflect a shared belief in high expectations, joyful rigor, and deep respect for educators and students.

Where Were Headed

Great Minds is entering a new stage of growth and product maturity. We are focused on building more connected, customer-informed experiences across the full educator journeyfrom curriculum to professional learning to platform and support.

Our long-term vision is to become a true partner in impactnot just delivering curriculum, but supporting educators in achieving outcomes at scale.

Job Purpose

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 organizations 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.

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

The expected base salary range for this position is $45,000-$48,000, however the offered salarymay 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.

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

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 organizations commitment to the principles of fair employment and the elimination of all discriminatory practices.