Customer Support Representative

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 ELA 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 $45000-$48000 however the offered salary may 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.

A cover letter and resume are required to be considered for this position.

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

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains or . If in the course of the application or hiring process with Great Minds you are contacted through another domain are requested to provide banking or other sensitive information or you note any other suspicious activity please contact

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.

#LI-Remote