Customer Support Team Lead

Company: Art of Problem Solving
Location: San Diego
Posted on: April 9, 2025

Job Description:

As the Customer Support Team Lead for AoPS Textbooks and Online Services (Online, BA, and VC), you will oversee the daily operations and performance of the Customer Support team, ensuring an exceptional customer experience for students and parents that reach out to us for help.The Customer Support Team Lead will:

• Manage the day-to-day operations of the Customer Support team, monitoring performance, identifying areas for improvements, and working with team members to reach goals.
• Ensure prompt and satisfactory responses to "Tier 3" (Supervisor) and "Tier 2" (Advanced/Technical) customer inquiries, complaints, and feedback through multiple channels including email, social media, our online message boards, and phone. Support team with "Tier 1" (General), as needed.
• Develop and maintain an advanced understanding of all AoPS products (Online, BA, and VC).
• Handle customer escalations and coordinate resolution of urgent incidents.
• Manually triage inquiries, as needed, to ensure they are routed to the associates best prepared to help and according to priority.
• Manage the creation, maintenance, and organization of customer response templates.
• Partner with Customer Service Operations Manager to develop new and update existing support processes and procedures.
• Partner with Knowledge Management Specialist to develop, maintain, and improve documentation on customer support policies/workflows as well as public-facing knowledge base articles.
• Act as a key point of contact from the Customer Support team to provide feedback on the student, parent, and other user experience to the Product teams, with an eye on improving student engagement and retention rates.
• Interact with multiple departments within the company when needed to resolve a customer request or contribute to a new cross-team procedure, such as the Operations, Instruction, Curriculum, Warehouse, Finance teams.
• Train new Customer Support team members on tools, processes, and procedures.
• Ensure the support team's schedules align with course/event needs.
• Help test customer-facing products and tools.The ideal candidate has:
• 3+ years customer support experience (edtech a plus!)
• Strong organizational and prioritization skills
• Previous success training, coaching, and/or managing others
• Fast adapter to new technologies
• Adept at troubleshooting technical issues
• Strong interpersonal skills
• Strong written and verbal communication skills
• Background in the education field with experience in mathematics, science, and/or programming a plus, but not requiredWhy 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 70k-80k with a 6% year-end bonus. 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.
• Culture: Work and collaborate with an organization filled with builders and life-long learners who strive to discover, inspire, and train the great problem solvers of the next generation.
• Flexibility: Casual work environment with a hybrid work week and flexible scheduling.
• 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).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.By clicking submit application you agree that we may contact you regarding your application via email, phone or SMS and to the terms of our data privacy policy.Art of Problem Solving is an ACS WASC Accredited School.
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Keywords: Art of Problem Solving, Irvine , Customer Support Team Lead, Other , San Diego, California