Operations Support Specialist

**Role Overview**:
The Operations Support Specialist plays a critical role in ensuring a seamless learning experience by providing comprehensive support to our contracted tutors and students. This fast-paced, mission-driven environment requires a self-starter and problem-solver with a passion for helping people learn. This position is ideal for individuals who are adaptable and thrive in a dynamic contact center 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 an Operations Support Specialist, you will:

- **Provide Comprehensive Tutor Support**:

- Assist tutors with account setup, specific student opportunities/assignments, tutoring product inquiries, scheduling conflicts, and payment/payroll questions.

- **Resolve Technical Issues**:

- Provide real-time technical assistance to both instructors and students via chat and video.
- Escalate unresolved technical issues to the engineering team as per established processes.

- **Support and Audit Tutoring Sessions**:

- Monitor live online classes to ensure quality and adherence to guidelines.
- Assist instructors with starting and ending class sessions.

- **Provide Insights for School System Partners**:

- Address and resolve complaints, offering appropriate solutions and alternatives.
- Evaluate quality inputs such as compliance with client-defined requirements, tutor preparedness, and platform ease of use.
- Intervene to address defects, including replacing tutors when necessary and escalating issues that impede student learning.

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

- B2 English proficiency.
- Proficiency with Google Workspace (formerly Google documents).
- Strong analytical and problem-solving skills.
- A solutions-based mindset, consistently seeking effective resolutions for end users.
- Exceptional attention to detail and ability to work independently as a self-starter.
- Excellent time management and organizational skills.
- Ability to multitask effectively in a dynamic environment with quickly changing priorities.
- Willingness and ability to quickly learn business practices, policies, and procedures.
- A commitment to going above and beyond to ensure customer satisfaction.
- Ability to demonstrate empathy and understanding when interacting with end users.
- Comfortable performing all job responsibilities on a laptop or computer.
- Able to perform basic technical troubleshooting with work equipment.
- 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 technical support.
- Experience with Zendesk.

**Work Schedule**:

- Ability to work full-time (40 hours per week).
- Evenings and weekends are required based on available shifts.
- Shifts may be adjusted seasonally based on demand.
- Operating day is from 7:00 AM - 9:00 PM CDT.