Customer Support Representative (PST Hours)

Role overview Customer Support Representative role supporting educators and schools using a portfolio of K-12 curriculum products in math, science, and English language arts. The position is remote and requires PST working hours, acting as the primary point of contact for inquiries about orders, shipments, and product information while partnering with Logistics, Print Operations, and Sales to drive resolution. It is well suited to a service-oriented professional who enjoys problem-solving and process improvement in a mission-driven setting.

Responsibilities - Serve as the primary contact for customer inquiries about orders, shipments, and product information. - Manage end-to-end issue resolution, coordinating with Logistics, Print Operations, and Sales teams for timely delivery. - Analyze customer support trends to surface recurring issues and recommend process improvements. - Partner with Operations, Sales, and Program teams to strengthen account support and communication workflows. - Contribute to Standard Operating Procedures, email templates, and knowledge base documentation. - Maintain accurate records of customer interactions in Salesforce and participate in cross-functional customer experience initiatives.

Requirements - 3 years of customer service experience in a fast-paced, high-volume environment. - Demonstrated ability to resolve inquiries and drive issues to closure across multiple teams. - Strong analytical and reporting skills with proficiency in Salesforce CRM and Microsoft Office. - Excellent communication, organization, and time-management abilities. - Self-motivated, proactive, and adaptable to evolving priorities and systems. - Commitment to supporting schools and educators with outstanding service. - High school diploma or equivalent.

Nice to have - Background in education, publishing, or logistics. - Advanced Salesforce proficiency, including building 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. - Exposure to NetSuite or comparable ERP systems.

Benefits and work setup - Remote, full-time position. - Expected base salary range of $45,000 to $48,000, depending on location, experience, and skills.