Remote Learning Support Specialist (Contractor)

Cadmus; Ciudad de México; Hybrid; MXN 300,000 - 460,000; Full time

Benefits offered by this job

Paid annual leave

Paid sick leave

Job summary

Cadmus is hiring a Learning Support Specialist to respond to academics and students from the inbox, mainly by email and chat. You will determine if inquiries are how-to questions or real faults and forward them to the technical team with complete context.

The position is remote from Mexico, full-time on a contractor basis, covering NA Eastern Time 9am–5pm, which corresponds to 7am–3pm in Mexico City. Paid annual and sick leave are available where possible.

Qualifications

• 1–3 years in customer-facing support for SaaS, edtech, or related software.
• Fluent written and spoken English; clear, warm writing is essential.
• Experience with helpdesk tools (Zendesk, Intercom or HubSpot).

Responsibilities

• Answer academics and students by email and chat from the support inbox.
• Determine if questions are how-to or faults and escalate with all necessary details to the tech team.
• Maintain calm, patient communication and ensure users feel confident after the interaction.
• Contribute to improving help articles or templates based on common inquiries.

Skills

Customer support

SaaS

Clear written communication

Calm under pressure

Curious

Tools

Zendesk

Intercom

HubSpot

Job description

Cadmus is hiring a Learning Support Specialist to respond to academics and students from the inbox, mainly by email and chat. You will determine if inquiries are how-to questions or real faults and forward them to the technical team with complete context.

The position is remote from Mexico, full-time on a contractor basis, covering NA Eastern Time 9am–5pm, which corresponds to 7am–3pm in Mexico City. Paid annual and sick leave are available where possible.