Make a meaningful impact on learners and their families.
At Nerdy, we believe in delivering extraordinary support—especially when things don’t go perfectly. As a Client Experience and Payments Specialist, you will be a frontline problem-solver for our clients, turning challenging situations into lasting relationships. Your mission is to resolve service escalations, billing disputes, and payment concerns with empathy, urgency, and professionalism, ensuring we retain customer trust and satisfaction at every step. You will be empowered to make sound decisions that carefully balance delivering excellent customer experiences with achieving sustainable business outcomes.This role supports Nerdy’s mission by safeguarding customer relationships and enhancing their experience with our live learning platform.
- At Nerdy, we’re committed to delivering extraordinary support—especially when things don’t go perfectly. The Client Escalation Team plays a critical role in preserving customer trust, resolving complex service challenges, and ensuring a seamless, empathetic experience for every client. Each role within this team contributes uniquely to resolving client concerns, reducing friction, and driving long-term satisfaction.
- As a Client Experience Processing Specialist, you will work behind the scenes to ensure fast, accurate, and seamless issue resolution. You’ll handle critical backend operations such as documentation delivery, billing adjustments, and internal coordination—laying the groundwork for smooth client experiences and preventing future escalations.
- As a Client Experience Phone Specialist, you will be the frontline advocate for our clients during sensitive or high-stress situations. Your core responsibility is to handle service escalations, billing disputes, and payment concerns in real time over the phone. With a balance of empathy, professionalism, and urgency, you will turn difficult interactions into positive outcomes—strengthening client loyalty and preserving brand trust.
- As a High Impact Resolution Specialist, you serve as the final contact in our client support experience. You’ll manage our most complex, high-stakes, or ongoing issues. Your job is to deliver resolutions that are not only amicable for the client but also aligned with company goals around loss mitigation and long-term trust.
Nerdy (NYSE: NRDY) 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, and adaptive self-study. Their proprietary platform leverages AI to personalize the experience for Learners of all ages —from kindergarten to professional—in academic, test prep, enrichment, and certification subjects. 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.
Qualifications
- 3+ years of experience resolving complex or escalated customer issues, ideally in account management, billing support, or customer service.
- Deep understanding of billing systems, account adjustments, refunds, and payment workflows.
- High empathy, emotional intelligence, and calm under pressure.
- Strong conflict resolution, de-escalation, and negotiation abilities.
- Excellent written and verbal communication across audiences.
- Strong critical thinking and problem-solving; able to find root causes and implement resolutions.
- Ability to demonstrate autonomy with very minimal oversight
- Detail-oriented with strong judgment when handling sensitive customer data.
- Ability to work a full-time schedule including at least 2 evening and 1 weekend shift per week.
- Reliable high-speed internet (50 Mbps download / 10 Mbps upload), with a wired Ethernet connection (no Wi-Fi or hotspots).
Responsibilities
- Own and resolve complex customer issues related to service dissatisfaction, billing errors, and escalated complaints.
- Able to make high-level judgments of resolution that reflect an appropriate consideration of balancing the needs of the business with the experience of the client
- Apply thoughtful decision-making to ensure outcomes that preserve customer trust while supporting Nerdy's financial health and long-term sustainability.
- Able to promptly recognize high-risk situations and notify the appropriate internal channels for timely resolution.
- Communicate with empathy and clarity, guiding customers to satisfactory solutions and maintaining a high level of service quality.
- Process refunds, credits, and adjustments in alignment with Nerdy policies and customer expectations.
- Take ownership of the customer journey—seeing cases through from start to finish with transparency and accountability.
- Collaborate with Customer Retention, Sales, Finance, and Operations teams to drive cross-functional resolution.
- Identify recurring themes or issues in customer interactions and raise insights to inform improvements.
- Keep accurate, timely documentation in CRM systems.
- Consistently meet performance metrics for resolution time, quality, and satisfaction.
- Embrace feedback and coaching, applying lessons learned to grow and enhance service delivery.
- Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.
Unleash Your Full Potential at Nerdy:
We offer a competitive compensation package including:
- $40,000 base salary
- Performance-based advancement opportunities with increased earning potential
- Comprehensive healthcare benefits
- 401(k) matching with immediate vesting (no waiting period)
- Paid training and professional development
- Company-provided MacBook and equipment
- Free Varsity Tutors Learning Membership for your household
Location: Fully Remote Position
Upcoming Start Dates/Training: Four week paid virtual training will take place Monday - Friday 9am-6pm Central Time
The Bottom Line:
If you're driven by impact, energized by ownership, and excited to help shape what’s next, you’ll thrive here. We move fast, think big, and reward those who deliver. This isn’t a traditional corporate environment - it’s a place to do the most meaningful work of your career.
Originally posted on Himalayas
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