Compensation Overview

As the Knowledge Management Specialist for our Customer Service team, you will play a key role in the ongoing creation and distribution of knowledge base content both for internal staff and customers. In this role, you will serve as an author as well as the overseer of the knowledge management lifecycle. This position is ideal for a highly organized and detail-oriented individual with a passion for learning content creation.

The Knowledge Management Specialist will:

• Author new content and reformat existing content to support Customer Service team processes/procedures, as well as provide customers with self-serve resources.
• Own quality of knowledge content and follow style and standards guidelines when creating/publishing content.
• Coordinate all phases of both the internal and external knowledge management lifecycles including recurring content reviews to ensure ongoing accuracy.
• Drive continuous improvement for knowledge content based on analytics and Customer Service team requests/recommendations.
• Partner with Customer Service team leads/managers to align knowledge content with message templates (canned responses) and initial/ongoing team member training needs.
• Serve as the primary administrator of the knowledge management platform.
• Utilize available resources in order to maintain a high degree of product expertise.
• Complete other customer service tasks and responsibilities, as needed.

The ideal candidate has:

• 2+ years experience in a role that involves writing customer facing email templates, FAQs, knowledge base articles, or similar.
• Familiarity with knowledge management system capabilities and knowledge management practices.
• Excellent written, verbal, and interpersonal communication skills. 
• Excellent organizational and time-management skills.
• Keen attention to detail and accuracy.
• Fast adapter to new operational technologies.
• Experience managing projects and collaborating cross-functionally.
• Basic to intermediate-level image manipulation skills.
• Experience delivering frontline customer service 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 65k-80k with a  4% year-end bonus. Here are some things you can look forward to:

• Impact: As the Knowledge Management Specialist for our Customer Service team, you will positively impact the customer experience via the ongoing creation and distribution of knowledge base content for both internal staff and parents.
• 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)

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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