Operations Support Specialist

Operations Support Specialist (Work from Home) 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. 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 – 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. Relentless exploration: Push the frontier of generative AI in live learning and question every legacy assumption along the way. Is Apolitical: You stay focused on mission‑aligned outcomes, not distractions or unrelated causes. Key Responsibilities Provide Comprehensive Tutor Support: Handle inbound inquiries via phone, chat, email, and video within our learning platform. Assist tutors with account setup, specific student opportunities/assignments, tutoring product inquiries, scheduling conflicts, and payment/payroll questions. Complete various tutor support tasks, including account updates, reviews, document reviews, and subject assessments. Resolve Technical Issues: Provide real‑time technical assistance to both instructors and students via chat and video. Follow up on technical issues submitted via email, phone, chat, or 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 B2 English proficiency. Prior experience in a customer service contact center, handling inbound calls, chats, emails, or workloads. 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. Unleash Your Full Potential at Nerdy Competitive Opportunity: Market‑leading compensation, 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. 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 four tutoring hours to use per month Seniority level Entry level Employment type Contract Job function Information Technology Industries Technology, Information and Internet #J-18808-Ljbffr