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Art of Problem Solving

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Customer Support Specialist

Open 55d posting dated last week

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 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.

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What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV

  • Preferred First Name
  • What about working at Art of Problem Solving interests you the most? written answer
  • How do you define good customer service? Tell us about a time you have either provided or received exemplary service. written answer
  • Are you able to work a Thursday - Monday schedule? written answer
  • Any additional information you would like to share with us that may not be detailed on your resume? (optional) written answer · optional
  • Do you currently reside in the US? choose one
  • This role is based in our San Diego office. Candidates must be located in the San Diego area or be willing to relocate. Please select the option that applies to you: choose one
  • When would you be available to start? Your answer doesn't need to be an exact date as long as you give us a sense of your timeframe.
  • Do you currently or have you previously worked for Art of Problem Solving (AoPS)? choose one
  • If yes, approximately when and in what capacity? optional
  • How did you first hear about this position? choose one
  • If you chose "Referral" or "Other" in the previous question, please elaborate here. optional
  • Are you over the age of 18? choose one
  • Are you legally authorized to work in the United States for any employer? choose one
  • If you answered "No" to the previous question, please provide more detail here. optional
  • Do you need, or will you need in the future, any immigration-related support or sponsorship from Art of Problem Solving (AoPS) in order to begin or continue employment with AoPS? Please note that this includes STEM OPT and H-1B choose one
  • If you answered "Yes" to the previous question, please provide more detail here. Include your visa type and timeline (month and year of expiration). optional

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