Customer Support Specialist

About the role

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.

Schedule

Thursday - Monday (weekends required, mid-week days off).

Responsibilities

• 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.

Requirements

• 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
• Must be able to work weekends

Background in the education field with experience in mathematics, science, and/or programming is a plus, but not required.

Benefits

• Multiple options for Medical, Dental and Vision plans
• 401K with company match
• PTO Plan and supportive leadership that gives you the work-life balance you deserve
• Relocation bonus (if currently located outside of San Diego)

This is a hybrid full-time position based at our headquarters in San Diego, CA.

Pay

The hiring range for this position is $57k - $67k.

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.

Employment is contingent on the successful completion of a background check. You must be legally authorized to work in the US; we are unable to offer sponsorship, including STEM-OPT and H-1B.