Learning Support Specialist - Americas

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

When an academic is setting up an assessment the night before it opens, or a student can't submit an hour before the deadline, someone needs to answer. The Learning Support Specialist is that person.

Cadmus is used by students in 50+ countries, and we are now bringing on our first university partners in the Americas. This role is based in Mexico and covers UK afternoons and the Americas working day, so universities on both sides of the Atlantic get a fast, human response.

You will spend most of your time in our support inbox: answering academics and students by email and chat, working out what is a how-to question and what is a real fault, and getting the right issues to our technical team with everything they need. You do not need to have worked in education. You need to write clearly, stay calm, and care that people leave the conversation feeling confident.

WHAT SUCCESS LOOKS LIKE

In your first year, you will have:

1. Become independent on the inbox within three months. You handle first-line queries end to end during your shift, and you can answer most how-to questions without looking them up.


2. Given UK and Americas users a fast, reliable first response. Queries in your hours are answered within our targets, users rate their support highly, and our first universities in the Americas get off to a strong start.


3. Made every escalation count. Our technical team can act on what you send without coming back for more, and every user hears how their issue was resolved.


4. Turned repeat questions into better resources. What you see in the inbox has improved our help articles and templates, and shaped at least one conversation with the product team.

WHO YOU ARE

• 1 to 3 years in customer-facing support, ideally for a software product: SaaS, HR or learning platforms, edtech, or IT service desk.


• Experience working in a helpdesk or shared inbox such as Zendesk, Intercom or HubSpot.


• Fluent written and spoken English. Most of the job is written, so clear, warm writing matters most.


• Good technical instincts: you can follow a user's steps, reproduce a problem and describe it precisely.


• You are calm and kind under pressure.


• You follow through. Open issues don't go quiet on your watch.


• You are curious, open to feedback, and you ask when you are unsure.


• Bonus: you have supported teachers, students or university staff, or worked with an LMS like Canvas or Moodle.

WORKING AT CADMUS

Cadmus is a small, globally distributed team working at the pace of a growth-stage company. You will join an experienced Learning Support team, be trained on the platform from day one, and have a real say in how we support our newest region. The role is remote from Mexico, full time on a contractor basis, covering NAs Eastern Time 9am - 5pm. (7am to 3pm Mexico City time) Even as a contractor we look to extend many of the same benefits for this role that we are able to provide to our employees in our hub cities, including paid annual leave and paid sick leave.