Operations Support Specialist

Operations Support Specialist (Work from Home)Role OverviewThe 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 + AITM 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 competeAI-Native at every levelFrom the CEO to day-one hires, everyone builds and ships with generative AI.If you're not wielding AI, you're not done.Entrepreneurial velocityMove at founder speed, prototype in hours, and measure in real user outcomes.Slow teams die.Free-market rigorIdeas rise or fall on merit and results – no committees, no politics, no cap on upside.Full-stack ownershipYou design, build, and run what you ship; accountability is a feature, not a bug.Reward for contributionPay 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 explorationPush the frontier of generative AI in live learning and – because only the paranoid survive – questioning every legacy assumption along the way.Is ApoliticalYou 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:As an Operations Support Specialist, you will: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.QualificationsWe are looking for individuals who possess: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 ScheduleAbility 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: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 winsGlobal 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-*****-Ljbffr