Customer Support Specialist (Work from Home)

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 howyou 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. If you’re a technically minded builder who thrives on open competition, personal responsibility, and the chance to redefine how the world learns – while continually stretching the limits of what generative AI can do – come do the most ambitious and rewarding work of your career here. Learn more atnerdy.com. 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: • Manage a high volume of inbound inquiries via SMS, live chat, and email within our learning platform (no phone support required). • 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. • 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 (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 results drive rewards. • 100% Remote: Work from anywhere in your home country. • Flexible Time Away: Coordinate with your team for planned time off, keeping our global platform running seamlessly. • Continuous Learning: A fully paid Learning Membership for you and immediate family members—including 1:1 tutoring, unlimited on-demand classes, and full suite access. A unique benefit that supports personal development and helps you experience the same product you’ll be supporting. • Training & Feedback: A fast-paced, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture • 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!