### **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. 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 an Operations Support Specialist, you will: * **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** We are looking for individuals who possess: * 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:** 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!