Customer Support Specialist

**Role Overview**:
The Customer Support Specialist plays a critical role in ensuring a seamless learning experience by providing comprehensive support to learners and families exclusively through digital channels. This fast-paced, mission-driven environment requires a detail-oriented problem-solver with a passion for helping people learn. This position is ideal for empathetic individuals who excel in written communication and thrive in a dynamic, non-voice support setting.

**About Nerdy**:
At Nerdy (NYSE: NRDY) - the company behind Varsity Tutors - we're redrawing the blueprint of learning. Our Live + AI platform fuses real-time human expertise with proprietary generative-AI systems, setting a new bar for measurable academic impact at global scale.

We recruit the kind of technologists and operators you'd bet on as solo founders - people who turn ambiguous problems into shipping code, iterate faster than markets move, and compound their advantage with every data point. In an era where great employees can deliver 10-times the leverage of the merely good, we back those who play to win.

Fortune favors the bold. Join us.

**How we compete**:

- **AI-Native at every level**
From the CEO to day-one hires, everyone builds and ships with generative AI. If you're not wielding AI, you're not done.
- **Entrepreneurial velocity**
Move at founder speed, prototype in hours, and measure in real user outcomes. Slow teams die.
- **Free-market rigor**
Ideas rise or fall on merit and results - no committees, no politics, no cap on upside.
- **Full-stack ownership**
You design, build, and run what you ship; accountability is a feature, not a bug.
- **Reward for contribution**
Pay rises with impact, not years. Outstanding results earn outsized rewards. We evaluate both **_what_** you achieve and **_how_**_ _you achieve it: living our leadership principles and using AI effectively are formally measured and rewarded.
- **Relentless exploration**
Push the frontier of generative AI in live learning and - because only the paranoid survive - questioning every legacy assumption along the way.
- **Is Apolitical**
You stay focused on mission-aligned outcomes, not distractions or unrelated causes.

**Nerdy's shareholder letters below explain our latest products and strategy**:

- Q3-2025 Shareholder Letter
- Q2-2025 Shareholder Letter
- Q1-2025 Shareholder Letter

**Key Responsibilities**:
As a Customer Support Specialist, you will:
**Provide Comprehensive Digital Support**:

- Maintain a clear, concise, and friendly writing style that enhances customer confidence and satisfaction.
- Respond to and resolve issues quickly and accurately through written channels.

**Resolve Technical and Account Issues**:

- Troubleshoot and resolve platform issues, account access challenges, billing and payment inquiries, and product-related questions.
- Escalate technical or unresolved issues to the appropriate internal teams as per established processes.
- Find solutions for families regarding educational products, including 1-on-1 tutoring, online classes, and adaptive assessments.

**Drive Quality and Process Improvement**:

- Keep accurate records of interactions in our CRM system, with proper follow-ups as needed.
- Identify recurring issues and suggest process or content improvements to reduce contact rates.
- Actively implement feedback and coaching to improve support quality and efficiency.

**Qualifications**:
We are looking for individuals who possess:

- **Fluent English proficiency** (spoken and written) with excellent written communication skills.
- Proven ability to troubleshoot and resolve customer issues in writing with clarity and professionalism.
- High empathy and patience; capable of delivering support with a positive tone in digital interactions.
- Exceptional attention to detail and ability to work independently as a self-starter.
- Ability to multitask effectively, managing multiple conversations simultaneously.
- Comfortable performing all job responsibilities on a laptop or computer.
- Reliable high-speed internet access (**100 Mbps download, 25 Mbps upload**) via wired ethernet connection (no Wi-Fi, Satellite, or Cellular Hotspot/Internet).
- A quiet work environment that promotes focus.

**Preferred Qualifications**:

- Professional experience in recruiting, education, customer service, retail, or another fast-paced environment.
- An Associate's degree or higher.
- Experience with Zendesk, Slack and AI Support Tools.

**Work Schedule**:

- Ability to work full-time (40 hours per week).
- Evenings, weekends, and holidays are required based on available shifts.
- Operating day is from **7:00 AM - 9:00 PM CDT**.

**Unleash Your Full Potential at Nerdy**:
Join our global network - work remotely, earn top-tier U.S. dollar rates, and build the future of learning alongside a high-performing, AI-first team:

- **Competitive Opportunity**: Market-leading compensation ($12/hr USD), with performance-driven growth opportunities, where re