Customer Support Specialist (Work from Home)

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

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.

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.

• 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.

• 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, 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!