Customer Success Specialist


Position Overview

Are you driven by providing excellent service and partnering with customers to find a superb match? Are you excited by Galileo’s mission and eager to spread the word of our programs? Our Customer Success Specialists will welcome families to Galileo via phone and email, greeting them warmly and guiding them through the enrollment process, setting them up for a fantastic summer. This role is the perfect vehicle for growing in business and marketing fields, as you'll gain first-hand knowledge of what it takes to provide world-class service to thousands of customers. To thrive in this role, you’ll need to be detail-focused, solution-oriented and friendly.


We value divergent thinkers who bring various experiences and viewpoints to the table at Galileo. We strongly encourage members of underrepresented groups and people of diverse backgrounds to apply.


About Galileo

We have a totally audacious mission. We think the world needs innovators. We also think kids who learn to explore and fail without fear—the essence of innovation—are happier, more creative and more confident when faced with life’s challenges. They don’t always get this incredible boost in other settings, but thousands of them have been getting this boost at Galileo since 2002.


It takes a village to bring these fresh, inspiring, ever-evolving camp programs to over 25,000 campers every summer, and our headquarters team is up to the challenge. We believe that WE are Galileo. United by a shared dedication to our mission to create a world of fearless innovators, we encourage innovation in everything we do, whether writing cutting-edge curriculum, staffing exceptional summer teams, purchasing and packing supplies, spreading the word about our camps or delivering top-notch customer service. Click here to learn more about our mission from our CEO & Founder, Glen Tripp.


Core Qualities, Abilities and Motivation

  • Commitment to innovation education and to Galileo’s mission to develop innovators who envision and create a better world
  • Confidence contributing to a creative vision and ability to effectively work with others to realize that vision
  • Proven ability to manage a variety of projects simultaneously; detail-oriented and organized
  • Flexibility to meet changing needs and demands; ability to solicit and implement feedback
  • Excellent written and verbal communication skills
  • Motivation and initiative whether working independently or collaboratively
  • Proven ability to effectively problem solve and come up with solutions on the fly
  • Excitement about joining a fun and highly-collaborative working environment
  • Strong listening and communication skills
  • Ability to learn a great deal of new information quickly
  • Ability to problem solve accurately, creatively and efficiently
  • Ability to multitask with frequent interruptions in a high-energy, fast-paced environment


Required Experience & Education

  • College degree
  • Minimum of 1-2 years customer service experience
  • Professional, enthusiastic and warm phone presence
  • High degree of accuracy and attention to detail
  • Proficiency in Microsoft Word, Excel and using the internet (CRM experience a plus); strong keyboard skills
  • Consultative selling in a high-touch customer service environment a plus, but not required
  • Conversational understanding of or fluency in Spanish a plus, but not required


Essential Duties & Responsibilities

  • Act as the voice of Galileo, illustrating the camper experience through the use of compelling narrative to camper families and prospective clients
  • Uphold Galileo’s highest standards of customer satisfaction and experience, creating a memorable experience that exceeds expectations
  • Respond to a high volume of phone and email inquiries (Galileo expects over 50,000 enrollments in 2017) while maintaining excellent customer service, 100% accuracy and incredibly prompt response time
  • Assist customers in maximizing their camp experience by identifying opportunities to register for additional weeks of camp and add-on services
  • Serve as the main point of contact for parents and staff, resolving inquiries and responding with empathy to concerns to build lasting relationships
  • Using Salesforce.com, accurately enroll campers and process refunds, cancellations, and session transfers
  • Assist with Galileo’s financial assistance program by working with teammates to review and award financial assistance to approximately 2,800 campers
  • Assist with mailings to customers and other projects as necessary to meet department and company goals


Schedule & Time Commitment

  • Training dates: Likely 12/12-12/21 with final dates TBD in October
  • Several positions available, full-time and part-time, starting January 3; variable end dates between August 4 and August 18


Classification & Compensation 

  • Temporary Employee (non-benefited)
  • Paid sick leave is accrued at a rate of one hour per every thirty hours worked. Accrual begins on the first day of employment. Paid sick leave may be used beginning on the 90th day of employment


Supervision Given/Received

  • General supervision provided by Jessica Eiselman, Director of Customer Service


Physical Demands

The physical demands described are representative of those that must be met by an employee to perform the essential functions of this job successfully, with or without reasonable accommodation.

  • Some lifting and carrying up to 30 lbs.
  • Typing, writing, reading
  • Seeing, hearing and speaking
  • Frequent sitting
  • Standing, walking, kneeling


Work Location
Galileo headquarters, 1021 Third Street, Oakland, CA 94607



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