Customer Support Specialist

3 days ago

San Diego, California, United States Art of Problem Solving Academy Full time $55,000 - $65,000 per year

Art of Problem Solving is seeking a Customer Support Specialist to join our team In this role, you will help to deliver an exceptional customer experience across our range of product offerings for some of the world's brightest students and their parents.

The Customer Support Specialist will:

  • Respond promptly and accurately to "Tier 1" (General) customer inquiries through multiple channels including email, 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
  • 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, as needed, to resolve customer requests
  • Work occasional weekend shifts, as needed, to support our student and parent community
  • Complete other tasks and responsibilities, as assigned

The ideal candidate has:

  • Strong written and verbal communication skills
  • Strong interpersonal skills
  • Customer service experience
  • Interest and ability in problem-solving/troubleshooting
  • 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 is a plus

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 $55,000-$65,000 with a 4% year-end bonus. Here are some things you can look forward to:

  • Impact: You'll help ensure that some of the world's brightest students and their families receive the seamless support they need to succeed
  • 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 world'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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