[Hiring] Learning Support Specialist @Cadmus

Role Description

The Learning Support Specialist is responsible for providing timely assistance to academics and students, ensuring that queries are addressed efficiently.

• Answering academics and students by email and chat.
• Identifying how-to questions versus real faults.
• Escalating issues to the technical team with all necessary information.
• Writing clearly and maintaining a calm demeanor to ensure users feel confident after interactions.

Success in this role includes:

• Independence in managing the support inbox within three months.
• Providing fast, reliable responses to UK and Americas users.
• Ensuring escalations are clear and actionable for the technical team.
• Improving help articles and templates based on user interactions.

Qualifications

• 1 to 3 years in customer-facing support, ideally for a software product (SaaS, HR or learning platforms, edtech, or IT service desk).
• Experience with helpdesk or shared inbox systems such as Zendesk, Intercom, or HubSpot.
• Fluent written and spoken English.
• Good technical instincts to follow user steps and reproduce problems.
• Ability to remain calm and kind under pressure.
• Strong follow-through on open issues.
• Curiosity and openness to feedback.
• Bonus: Experience supporting teachers, students, or university staff, or working with an LMS like Canvas or Moodle.

Requirements

• Remote work from Mexico.
• Full-time contractor basis covering NAs Eastern Time 9am - 5pm (7am to 3pm Mexico City time).

Benefits

• Paid annual leave.
• Paid sick leave.