Customer Support Specialist (Work from Home)

Role OverviewThe 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 LetterQ2-2025 Shareholder LetterQ1-2025 Shareholder LetterKey ResponsibilitiesAs 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.QualificationsWe 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 QualificationsProfessional 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 ScheduleAbility 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 cultureSupercharge 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!