Remote Education Support Specialist

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

Job summary

Great Minds is hiring a Customer Support Representative to deliver high-quality support to schools and educators in a fast-paced, mission-driven environment. This remote role emphasizes advanced pre- and post-sales support, prioritizing relationships and timely service.

You will collaborate with Logistics, Operations, and Sales, document interactions in Salesforce, and contribute to SOPs and knowledge base resources. A high school diploma and 3 years of customer service experience are required.

Qualifications

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

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

Salesforce

Microsoft Office

Communication

Time management

Education

High School Diploma

Tools

Salesforce CRM

Smartsheet

SharePoint

NetSuite

Job description

Great Minds is hiring a Customer Support Representative to deliver high-quality support to schools and educators in a fast-paced, mission-driven environment. This remote role emphasizes advanced pre- and post-sales support, prioritizing relationships and timely service.

You will collaborate with Logistics, Operations, and Sales, document interactions in Salesforce, and contribute to SOPs and knowledge base resources. A high school diploma and 3 years of customer service experience are required.