Education Company - Undisclosed

Lead a customer support team to manage sales support and customer service operations, ensuring process improvements and high customer satisfaction in a remote environment. | 5+ years in customer service or sales support with 2+ years in management, proficiency in CRM and NetSuite, and preferably experience in K–12 education or educational publishing. | This dynamic REMOTE position offers a unique opportunity to work collaboratively with school districts and educational institutions to build meaningful relationships and help them access much-needed resources that support student success. As the bridge between Sales and customers, the Customer Service and Support Manager plays a pivotal role in ensuring a seamless experience, from order processing and issue resolution to continuous process improvement. This role leads a high-performing support team and contributes directly to the efficiency of sales operations, making a tangible impact on educational communities across the country. Key Responsibilities Customer Service Management ● Serve as a liaison between Sales and external customers to support complex accounts, troubleshoot escalations, and ensure customer satisfaction. ● Lead and coach the customer support team to ensure timely, professional, and solutions-oriented responses, fostering a collaborative, responsive, and results-oriented culture. ● Establish KPIs for support team members and report assessment results back to the executive team quarterly. ● Handle escalated customer inquiries, complaints, and service issues with diplomacy and efficiency. Maintain high customer satisfaction through proactive communication and service excellence. Sales Support ● Collaborate closely with the sales team to streamline workflows, improve efficiencies, and provide critical back-office support that enables field success.. ● Process sales orders on NetSuite, create invoices, respond to requests from customers and sales team. Track and follow up on orders, ensuring accuracy in entry and timely fulfillment. ● Maintain CRM and order management systems with up-to-date customer information and sales interactions. ● Develop and maintain standard operating procedures for sales support, ensuring consistency, scalability, and high-quality service. Process Improvement & Reporting ● Analyze customer service data to identify trends and recommend improvements to internal processes. ● Monitor and analyze key sales metrics, using data to drive decision-making and continuous improvement in support functions. ● Create regular reports on customer service metrics, order fulfillment timelines, and sales support activities. ● Lead the implementation of new tools or systems that improve efficiency and customer experience. Qualifications ● 5+ years of experience in customer service, sales support, or account management; 2+ years in a supervisory or management role. ● Experience in educational publishing or K–12 education industry and familiarity with school purchasing processes strongly preferred. ● Proficient in CRM systems and procurement software (NetSuite) and Microsoft Office Suite (with advanced Excel proficiency).