Remote Education Support Specialist

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

Job summary

Great Minds is seeking a Customer Support Representative to act as a trusted partner for customers and internal teams, delivering high-quality support and resolving complex issues in a fast-paced, mission-driven environment. You will handle pre- and post-sales support, manage inquiries about orders and products, and collaborate with Logistics, Sales, and Operations to ensure timely service delivery.

The role emphasizes process improvement, SOPs, and CRM usage while maintaining strong customer

Qualifications

• 3 years of customer service experience in a fast-paced environment.
• Ability to resolve inquiries and drive issues to resolution.
• Strong analytical and reporting skills with Salesforce.
• Excellent communication, organization, and time-management skills.

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 CRM system.
• Participate in cross-functional initiatives that enhance customer experience and operational efficiency.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma

Tools

Salesforce

Smartsheet

SharePoint

NetSuite

Microsoft Office

Job description

Great Minds is seeking a Customer Support Representative to act as a trusted partner for customers and internal teams, delivering high-quality support and resolving complex issues in a fast-paced, mission-driven environment. You will handle pre- and post-sales support, manage inquiries about orders and products, and collaborate with Logistics, Sales, and Operations to ensure timely service delivery.

The role emphasizes process improvement, SOPs, and CRM usage while maintaining strong customer