As a Customer Support Specialist for AoPS Textbooks and Online Services (Online, BA, and VC), you will help provide an exceptional customer experience for students and parents across our online product offerings. Please note weekend work schedule: Thursday - Monday (weekends required, mid-week days off).
The Customer Support Specialist will:
- Respond promptly and accurately to “Tier 1” (General) customer inquiries through multiple channels including email, our online message boards, and phone.
- Process “Tier 1” (General) operational tasks, such as order/enrollment changes, homework extensions, and registration forms.
- Escalate “Tier 2” (Advanced/Technical), “Tier 3” (Supervisor), Academic Success, and other applicable inquiries to the appropriate person/inbox.
- Develop and maintain a thorough understanding of all AoPS products (Online, BA, and VC).
- Assist in moderating communication platforms such as class message boards, the AoPS Community, and AoPS Wiki to maintain a safe and productive environment for AoPS users.
- Acknowledge and escalate customer complaints and feedback to appropriate teams/parties, as needed.
- Communicate needed updates to public knowledge base or internal policies/procedures to Knowledge Management.
- Interact with multiple departments within the company when needed to resolve a customer request, such as the Operations, School Staff, Curriculum, Warehouse, and Finance teams.
The ideal candidate has:
- Strong written and verbal communication skills
- Strong interpersonal skills
- Customer service experience
- Motivated problem solver
- Ability to organize and prioritize a varied workload
- Ability to use multiple online platforms / computer applications in tandem
- Background in the education field with experience in mathematics, science, and/or programming a plus, but not required
- Must be able to work weekends
Why Join AoPS:
This is a hybrid full-time position based at our headquarters in San Diego, CA. The full salary range for this position is 57k-67k. Here are some things you can look forward to:
- Impact: The opportunity to provide high-quality support for students and families as they train to become the great problem solvers of the next generation.
- Flexibility: Casual work environment with a hybrid work week
- Benefits: Multiple options for Medical, Dental and Vision plans
- Future Planning: 401K with company match
- Quality of Life: PTO Plan and supportive leadership that gives you the work-life balance you deserve
- Ease of Transition: Relocation bonus (if currently located outside of San Diego)
Background Check:
Please note that employment is contingent on the successful completion of a background check.
Work Authorization:
Please note that in order to be considered for this position you must be legally authorized to work in the US. We are unable to offer sponsorship, including STEM-OPT and H-1B.
About AoPS:
Art of Problem Solving (AoPS) is on a mission to discover, inspire, and train the great problem solvers of the next generation. Since 2003, we have trained hundreds of thousands of the country’s top students, including nearly all the members of the US International Math Olympiad team, through our online school, in-person academies, textbooks, and online learning systems. While our primary focus has been math for most of our history, through the years we have expanded our unique problem solving curriculum into more subjects, such as language arts, science, and computer science.
Skills Required
- Work the required weekend schedule (Thursday - Monday)
- Hybrid full-time work based at headquarters in San Diego, CA
- Legally authorized to work in the US (employer cannot sponsor)
- Successful completion of a background check
- Strong written and verbal communication skills
- Strong interpersonal skills
- Customer service experience
- Motivated problem solver
- Ability to organize and prioritize a varied workload
- Ability to use multiple online platforms and computer applications in tandem
- Ability to collaborate with multiple internal departments to resolve customer requests
- Background in education with experience in mathematics, science, and/or programming
What We Do
Art of Problem Solving (AoPS) is dedicated to discovering, inspiring, and training the next generation of problem solvers. Since 2003, we've empowered over a million top students with our innovative problem solving curriculum. While our roots are in math, AoPS has expanded to language arts, science, and computer science to meet the growing challenges of the 21st century. At AoPS, students master the skills to tackle complex problems they’ve never seen before—the key to success in academics, careers, and life. Our programs, AoPS Online, AoPS Academy, and Beast Academy offer a wide range of deliveries to best support our learners' needs, including self-paced, in-person, and online class options. Follow us as we grow and join our team of builders, collaborators, and life-long learners!
Why Work With Us
AoPS brings together creative thinkers and problem solvers from diverse backgrounds. Our team includes builders, gamers, puzzle masters, crafters, writers, adventurers, artists, animal lovers, fitness gurus--in every combination! We are connected by our passion for helping students succeed and become the next generation of leaders.
