Customer Support Specialist

Customer Support Specialist (Work from Home) Join to apply for the Customer Support Specialist (Work from Home) role at Varsity Tutors, a Nerdy Company 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 redefining 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. 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 – Stay focused on mission‑aligned outcomes, not distractions or unrelated causes. Key Responsibilities Provide comprehensive digital support through SMS, live chat, and email, ensuring timely and accurate resolution. 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. Maintain accurate records of interactions in our CRM system and follow up as needed. Identify recurring issues and suggest process or content improvements to reduce contact rates. 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 Full‑time (40 hours per week). Evenings, weekends, and holidays may be required based on available shifts. Operating day from 7:00 AM – 9:00 PM CDT. Benefits & Perks 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. Training & Feedback: Collaborative environment with plenty of training and feedback. Supercharge with AI: Leverage cutting‑edge AI tools to enhance daily wins. Global impact: Contribute to an innovative platform used worldwide. Learning with us: Access to our learning membership and 4 tutoring hours per month. #J-18808-Ljbffr