Art of Problem Solving
Academic Success Specialist
Edtech.com's Summary
- Respond promptly to customer inquiries about courses, curriculum, and textbooks via email and phone.
- Provide consultation to parents to help choose the best AoPS products and courses.
- Maintain thorough knowledge of all AoPS products, including Online, BA, and VC.
- Collaborate with school staff, instructional coaches, students, and parents to resolve academic and behavioral issues.
- Document and address customer complaints and feedback effectively.
- Process documentation requests for parents and students in coordination with instructors and school staff.
- Communicate updates to knowledge base and internal policies to relevant teams.
- Work with multiple internal departments (Online Instruction, Curriculum, Warehouse, Finance) to resolve requests.
- Must be comfortable handling live customer calls and demonstrate strong communication skills.
- Experience in customer service or sales is preferred; must have understanding of K-12 curriculum and student needs.
- Salary range is $62,000 to $72,000 annually with benefits including medical, dental, vision, 401(k) match, PTO, and a relocation bonus if applicable.
Academic Success Specialist Full Description
As the Academic Success Specialist, you will play a key role in providing parents with product consultation and course advising for AoPS online products (Online, BA, and VC). In this role, you will ensure that new and returning parents' questions and concerns are addressed and they are assisted in identifying the best learning options for their children based on individual needs and interests.
The Academic Success Specialist will:
- Respond promptly to customer course/curriculum/textbook inquiries, ensuring customer satisfaction, through multiple channels including email and phone
- Provide consultation services to prospective customers (parents) and help them choose the best course or product either initially or as a switch
- Develop and maintain a thorough understanding of all AoPS products (Online, BA, and VC)
- Work proactively with school staff, instructional coaches, students, and their parents to resolve classroom coursework, attendance, misbehavior and academic integrity issues
- Acknowledge, resolve, and document customer complaints and feedback
- Process parent/student documentation requests in partnership with instructors and school staff/instructional coaches
- Communicate needed updates to the public knowledge base or internal policies/procedures to Knowledge Management
- Interact with multiple departments within the company, as needed, to resolve a customer request, such as the Online Instruction, Curriculum, Warehouse, and Finance teams
- Work occasional weekend shifts, as needed, to support our student and parent community
The ideal candidate has:
- Comfort with and skill handling live customer calls
- Strong written and verbal communication skills; ability to establish rapport with parents and empathize with their concerns
- Strong understanding of K-12 curriculum and student needs
- Excellent communication, presentation, and interpersonal skills
- Customer service and/or sales experience (preferred)
- Detail-oriented with strong organizational and time management skills
- Passion for education and commitment to student success
- The ability to quickly adapt to new technologies
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 62k-72k. Here are some things you can look forward to:
- Impact: Help shape the academic journeys of students nationwide by connecting families with the right courses and resources to unlock their child's full potential in math and beyond
- Flexibility: Casual work environment with a hybrid work week and flexible scheduling
- Benefits: Multiple options for Medical, Dental and Vision plans
- Future Planning: 401(k) 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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