Global Remote Learning Support Specialist (Contractor)

Emerge; Ciudad de México; Remote; MXN 391,000 - 614,000; Full time

Benefits offered by this job

Paid annual leave

Paid sick leave

Job summary

Cadmus is seeking a Learning Support Specialist based in Mexico to provide fast, human responses to university academics and students across the Americas and UK afternoons.

You will handle mainly email and chat in a remote, full-time contractor role, determining whether questions are how-to or faults and routing them with the right context to our technical team. Clear, calm writing and a care for user confidence are essential.

Qualifications

• 1–3 years in customer-facing support for software (SaaS, HR, edtech, or IT service desk).
• Experience using helpdesk or shared inbox tools (Zendesk, Intercom, HubSpot).
• Fluent written and spoken English; clear, warm writing.
• Good technical instincts: can reproduce and describe issues precisely.
• Calm and kind under pressure.
• Strong follow-through on issues.
• Curious, receptive to feedback, asks questions when unsure.
• Bonus: experience with LMS like Canvas or Moodle.

Responsibilities

• Handle first-line queries end-to-end during your shift via email and chat.
• Classify questions as how-to vs real faults and route to technical team with required details.
• Maintain clear, empathetic communication to ensure users leave confident.
• Collaborate with product team to improve help articles and templates.

Skills

Customer support

Clear written English

Calm under pressure

Attention to detail

Curious / open to feedback

Tools

Zendesk

Intercom

HubSpot

Job description

Cadmus is seeking a Learning Support Specialist based in Mexico to provide fast, human responses to university academics and students across the Americas and UK afternoons.

You will handle mainly email and chat in a remote, full-time contractor role, determining whether questions are how-to or faults and routing them with the right context to our technical team. Clear, calm writing and a care for user confidence are essential.