Customer Support Specialist

Tech Jobs for Good; San Diego (CA); Hybrid; USD 57,000 - 67,000; Full time

Benefits offered by this job

Relocation bonus

Medical/Dental/Vision plans

401K with company match

PTO

Job summary

AoPS is seeking a Customer Support Specialist to deliver exceptional service for AoPS Textbooks and Online Services. This hybrid full-time role is based at our San Diego, CA headquarters and requires weekend work (Thursday–Monday).

The hiring range is $57k-$67k, with benefits including medical, dental, and vision plans, and a 401K with company match. Candidates should have strong written and verbal communication, solid interpersonal skills, and previous customer service experience.

Qualifications

• Clear written and spoken communication能力 (note: language kept in ENG)
• Ability to interact with students and parents professionally
• Experience in customer support or service roles desired

Responsibilities

• Respond to Tier 1 inquiries via email, boards, and phone
• ProcessTier 1 tasks like enrollments and registrations
• Escalate Tier 2/3 inquiries to appropriate teams
• Develop strong knowledge of AoPS products (Online, BA, VC)
• Moderate class boards and AoPS Community for a safe environment
• Acknowledge and route customer feedback to Knowledge Management
• Update internal knowledge base and policies as needed
• Collaborate with Operations, School Staff, Curriculum, Warehouse, and Finance as required

Skills

Communication skills

Interpersonal skills

Customer service experience

Problem solving

Time management

Weekend availability

Tech platforms

Job description

Overview

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).

Overview

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 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 hiring 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.