Customer Support Specialist

Art of Problem Solving; San Diego (CA); Hybrid; USD 57,000 - 67,000; Full time

Benefits offered by this job

Multiple options for Medical, Dental and Vision plans

401K with company match

PTO Plan

Relocation bonus

Job summary

Art of Problem Solving is seeking a Customer Support Specialist to provide exceptional support for students and parents across their online offerings. This hybrid full-time role is based in San Diego, CA, requiring weekend availability.

The ideal candidate possesses strong communication skills, customer service experience, and the ability to interact effectively across departments. The position offers a salary range of $57,000 to $67,000 along with benefits including medical plans, a 401K match, and a supportive work environment.

Qualifications

• Must have strong written and verbal communication skills.
• Customer service experience is essential for the role.
• Ability to organize and prioritize a varied workload is required.

Responsibilities

• Respond to Tier 1 customer inquiries through email and phone.
• Process orders and enrollment changes effectively.
• Develop understanding of all AoPS products for customer support.
• Moderate communication platforms for a safe environment.

Skills

Strong written and verbal communication skills

Strong interpersonal skills

Customer service experience

Motivated problem solver

Ability to organize and prioritize workload

Familiarity with multiple online platforms

Background in education (math/science/programming)

Job description

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 âTier 1â (General) customer inquiries through multiple channels including email, our online message boards, and phone.
• Process âTier 1â (General) operational tasks, such as order/enrollment changes, homework extensions, and registration forms.
• Escalate âTier 2â (Advanced/Technical), âTier 3â (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 elevate 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.