Lead Tutor Support Specialist

Lead Tutor Operations 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 Lead, Tutor Support will support a team of Operations Support Specialists providing platform support and tutor engagement responsibilities. This role will serve different aspects of market operations connected but not limited to tutor accounts and the live learning platform.  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.

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. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/.   Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building:

• Q1-2024 Shareholder Letter
• Q4-2023 Shareholder Letter
• Q3-2023 Shareholder Letter

Qualifications:

• 2+ years of experience with customer service, tutoring, and/or managerial experience
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Ability to work independently and prioritize work
• Ability to work evenings and weekends

Responsibilities:

• Assess and understand the needs of clients and tutors
• Demonstrate a high level of administrative skill, (i.e. making tracking documents; generating timely reports to facilitate workflow; identifying and triaging potential roadblocks to success, etc.)
• Resolve tutor concerns to create an optimal tutoring experience
• Communicate across teams to ensure successful implementation and client success
• Identify areas needing additional support and direct team resources appropriately
• Address escalations in a timely, professional, and thorough manner and appropriately escalate to managers when necessary
• Provide support and answer questions for Operations Support Specialists when manager is not available
• Work as “Manager on Duty” on weekends as assigned by manager
• Demonstrates accountability for work and results
• Very comfortable with ambiguity, able to pivot to meet the needs of the business
• Monitor team pace to SLA goals
• Evaluate and coach team members to ensure they meet quality expectations
• Help the manager run team meetings
• Apply acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of widely varied scope and complexity
• Continues to acquire higher-level knowledge and skills
• Exercise judgment within defined guidelines and best practices to resolve issues and/or make working decisions within the area of specialization
• Impact the quality of own work and the work of others on the team
• Assist with training of new OSS as directed by management
• Collaborate with others to support testing, projects, and data collection

Leadership Principles and Culture:

• Builds Teams: Leads the work of hiring and promoting bar-raising talent. Responsible for employee development, even when it means moving people to other areas to help them grow. 
• Thinks Big: Sets ambitious and audacious goals and is willing to co