Customer Support Specialist (Fully Remote | Flexible Hours)

My Nerdy Teacher is looking for a driven Customer Support Specialist to ensure our customers have an exceptional experience with our platform.

About My Nerdy Teacher

We are a fast-growing brand that offers high-quality educational tools and digital resources to teachers and parents across English-speaking countries. Our platform is designed to enhance teaching and learning, and we take pride in supporting educators and parents by providing user-friendly, engaging content that meets the needs of today’s classrooms and home-learning environments.

What You'll Do:

• Respond promptly to customer inquiries through our CRM (email and chat - no phone support).
• Assist customers with account management, product navigation, and technical issues.
• Resolve customer complaints and issues in a friendly and efficient manner.
• Escalate complex issues to the appropriate team members when necessary and follow up to ensure resolution.
• Help create and update FAQs, support guides, and other resources to improve customer self-service.
• Collaborate with internal teams (product, marketing, etc.) to relay user feedback and suggest improvements.
• Stay up-to-date on product updates and new products offered by My Nerdy Teacher to effectively assist customers.

What We're Looking For:

The ideal candidate is customer-focused, empathetic, and a great communicator, with experience managing support teams and an understanding of the educational space.

Must-haves

• 2+ years of experience in a customer support role, preferably in e-commerce.
• Fluent in English (native or bilingual proficiency) with excellent written and verbal communication skills.
• Ability to work effectively in a remote team environment and manage time efficiently.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Highly organized with excellent attention to detail and follow-through on resolving issues.

Nice-to-haves

• Experience working with e-commerce platforms like Shopify, understanding product navigation, order management, and payment issues.
• Experience working with a CRM tool for ticket management (Reamaze, Gorgias, Zendesk, etc).

Why Join Us?

• Fully remote position with flexible hours.
• Competitive salary package designed to reward top talent.
• Extra paid vacation days each year.
• Opportunities for career development and professional growth.