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:

• 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
• 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
• 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
• 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

Requirements

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

📌 Learning Support Specialist (Ciudad de México)
🏢 Cadmus
📍 Ciudad de México