### **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 ***how***you 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 at nerdy.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!