Client Experience and Payments Specialist

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.
  

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:

• Q1-2025 Shareholder Letter
• Q4-2024 Shareholder Letter
  
• Q3-2024 Shareholder Letter

• 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).
  

• 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:

At Nerdy, you'll earn your success through meritocracy and exceptional outcomes. Our benefits reward performance and initiative:

• Competitive Compensation & Advancement: Market-leading compensation paired with clear promotion pathways- become an owner in our success. $40,000 annual base compensation.
• Retirement Made Simple: 401(k) plan with company match and immediate vesting. 
• A Remote-First Culture: We embrace flexibility across time zones and working styles to attract top talent and meet learners where they are.
• Paid Time Off: Accrued paid time off for when you need it most, ensuring maximum productivity.
• Continuous Learning: Access an all-inclusive learning membership for you and your household, including 1:1 tutoring hours, unlimited on-demand classes, and our full suite of learning products and services.
• Supercharge with AI: Leverage cutting-edge AI tools to accelerate your workflow.
• You’re Covered: Medical, dental, vision, life, STD & LTD plans plus strong maternity, paternity, and adoption leaves - numerous options for you and your family.

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.