Operations Support Specialist (Work from Home)

About Varsity Tutors & Nerdy

Varsity Tutors, a Nerdy (NYSE: NRDY) company, is a leading platform for live online learning with a mission to transform how people learn through technology. Our purpose-built proprietary platform, leveraging AI, seamlessly connects learners of all ages to experts across over 3,000 subjects and multiple formats, including one-on-one instruction, small group classes, and on-demand study support. As one of the nation's largest platforms for live online tutoring and classes, Varsity Tutors provides solutions directly to students, consumers, schools, and other institutions.

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.

Key Responsibilities

• 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

• 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 (25 Mbps download, 10 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

Located in Brazil, Argentina, Chile, Costa Rica or Dominican Republic. 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.

Benefits

• Competitive Hourly Rate ($12/hr USD).
• Full-Time Position (40 hours per week).
• Fully Remote Position.
• A once-in-a-lifetime opportunity to help transform how the world learns!
• A fun, collaborative, and team-oriented work environment with extensive training and a feedback-rich culture.

Diversity & Inclusion

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.