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Customer Success Team Supervisor

United States, Michigan, Farmington HillsSales

Job description

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks a Customer Success Team Supervisor.


COMPANY PROFILE


Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.


For additional information please visit: www.greatminds.org


OUR MARKET POSITION

Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

Position Summary
The Customer Success Team Supervisor will play an active role in achieving Great Minds’ organizational mission. Reporting directly to the Customer Success Manager, the Customer Success Team Supervisor will assist in supporting the Customer Success Team through reporting, performance management, and streamlining processes to ensure the efficiency of the team. This is an exceptional opportunity for a smart, dedicated, and passionate individual to apply their skills to support the business growth and mission of Great Minds.

Responsibilities:

  • Work with the Customer Success Team to:
    • Provide high quality customer support services
    • Deeply understand the Customer Success and Great Minds internal systems, processes, and team dynamics
    • Increase the efficiency of daily tasks
  • Stay informed on new products, processes, and service level agreements to assist with training
  • Maintain a mastery of Salesforce processes to help Customer Success troubleshoot daily needs, including, but not limited to:
    • Reporting
    • Activity Metrics
    • Case Metrics
    • CSAT Scores
  • Act as point of contact in manager’s stead for internal issues
  • Provide support prior to escalating to manager
  • Provide manager feedback based on team input and needs
  • Assist with hiring and onboarding

Job requirements

  • Leadership experience (delegating, managing, coaching, performance management, etc.)
  • Knowledge of basic customer service practices and experience in a customer service setting
  • Training and development training preferred
  • Highly organized with excellent problem-solving skills
  • Strong written communication skills
  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
  • Experience with Customer Relationship Management (CRM) software, specifically Salesforce, preferred
  • Bachelor’s degree preferred

Details:

  • Full-time, Exempt
  • Position is local to Farmington Hills, MI. In-person (60%) WFH (40%) hybrid environment.
  • Excellent benefits package

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

If selected for an interview, a salary history and background check will be required

New employees will be required to provide proof of COVID-19 vaccination, subject to potential accommodation as required by law or otherwise permitted by the Company.


Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. 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 security@greatminds.org


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 organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.

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