Customer Support Specialist

Customer Support Specialist (Work from Home) Join Varsity Tutors, a Nerdy Company, to support learners and families exclusively through digital channels as a 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 through SMS, live chat, and email. This fast‑paced, mission‑driven environment requires a detail‑oriented problem‑solver with a passion for helping people learn. The role is ideal for empathetic individuals who excel in written communication and thrive in a dynamic, non‑voice support setting. How We Compete AI‑Native at every level – Everyone builds and ships with generative AI. Entrepreneurial velocity – Move at founder speed, prototype in hours, and measure in real user outcomes. Free‑market rigor – Ideas rise or fall on merit and results. Full‑stack ownership – Design, build, and run what you ship; accountability is a feature, not a bug. Reward for contribution – Pay rises with impact, not years. Relentless exploration – Push the frontier of generative AI in live learning. Is Apolitical – Stay focused on mission‑aligned outcomes. Key Responsibilities Provide Comprehensive Digital Support Manage a high volume of inbound inquiries via SMS, live chat, and email. 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. 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 Fluent English proficiency (spoken and written) with excellent written communication skills. 2+ years of experience in chat, SMS, or email‑based customer support or help desk roles. 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. 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. Benefits Competitive Opportunity : Market‑leading compensation ($12/hr USD), with performance‑driven growth opportunities. 100% Remote: Work from anywhere in your home country. Flexible Time Away: Coordinate with your team for planned time off. Continuous Learning: Fully paid Learning Membership for you and immediate family members. Training & Feedback: Fast‑paced, collaborative, and team‑oriented work environment with plenty of training. Supercharge with AI: Leverage cutting‑edge AI tools to enhance your results and daily wins. Global Impact: Contribute to an innovative platform used by learners around the world. Learn With Us: Access to our learning membership and 4 tutoring hours to use per month. #J-18808-Ljbffr