Operations Support Specialist

Varsity Tutors is building a global on-demand expert network and is on a mission to help people learn by seamlessly connecting experts and learners in any subject, anywhere, anytime. The Operations Support Specialist supports tutors, solves technical issues, monitors sessions, and evaluates quality and adherence.

We are looking for candidates with an interest in working in a fast-paced, mission-driven environment. The ideal candidate easily adapts to the needs of the organization, is a problem solver and self-starter, and has a passion for fulfilling our company’s mission of helping people learn.

Responsibilities:

• Provide Customer Support to Contracted Tutors
  • Account Setup
  • Specific Student Opportunities or Assignments
  • Tutoring Products
  • Technical Issues
  • Scheduling Conflicts
  • Payment and Payroll
• Provide guidance and assistance to tutors
• Take inbound inquiries over phone, chat, and email
• Complete workloads related to tutor support such as account updates, account reviews, document reviews, subject assessments, etc.
• Resolve technical issues for both instructors and students
• Assist customers and tutors in real-time on chat and video with technical issues
• Follow up via email, phone, chat, or video with customers and tutors that submit technical issues
• Support and Audit Tutoring Sessions
• Monitor live online classes
• Assist instructors on starting and ending class sessions
• Provide Insights for School System Partners
• Handle complaints, provide appropriate solutions and alternatives
• Measure quality inputs, such as compliance to client-defined requirements, tutor preparedness, and platform ease of use
• Address defects that require intervention on behalf of our clients

Qualifications:

• Experience in a customer service center
• Experience with Google documents
• Professional experience in recruiting, education, customer service, retail, or another fast-paced environment preferred or a bachelor's degree
• Experience with technical support preferred
• Strong analytical and problem-solving skills
• Comfortable performing all job responsibilities on a laptop or computer
• Able to perform basic technical troubleshooting with work equipment
• Highly adaptable to change and thrives in a fast-paced environment
• Self-starter with exceptional attention to detail
• Excellent time management and organizational skills
• Ability to multitask in a dynamic environment where priorities change quickly
• Willingness and ability to quickly learn business practices, policies and procedures
• Ability to work full-time 40 hours a week, with at least 1 evening and 1 weekend day required
• High-speed Internet access (25 Mbps download, 10 Mbps upload) via wired ethernet connection
• A quiet work environment that promotes focus

Location: Fully Remote - Based in Concepcion, Chile

About Nerdy:

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology.

Varsity Tutors Leadership Principles:

• Relentless Focus on Customers
• Comfort with Ambiguity
• Ownership
• Simplify
• Intellectual Curiosity
• Build Teams
• Think Big
• Insist on High Standards
• Bias for Action
• Build Trust
• Go Deep
• Have Conviction
• Deliver Results
• Are Right, a Lot

Compensation:

• Competitive Hourly Rate ($9.50/hr USD)
• Full-Time Position (40 hours per week)
• Fully Remote Position
• A fun, collaborative, and team-oriented work environment

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer.