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 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.
Benefits
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.
Skills Required
- 1 to 3 years of customer-facing support experience, ideally supporting a software product, SaaS, HR platform, learning platform, edtech product, or IT service desk
- Experience working in a helpdesk or shared inbox such as Zendesk, Intercom, or HubSpot
- Fluent written and spoken English
- Ability to reproduce user problems and describe technical issues precisely
- Calm, kind, reliable, and follow-through-oriented approach to customer support
- Curiosity, openness to feedback, and willingness to ask questions when uncertain
- Experience supporting teachers, students, or university staff, or working with an LMS such as Canvas or Moodle
- Must be based in Mexico and work remotely on a full-time contractor basis during North American Eastern Time hours
What We Do
Born out of partnership with the University of Melbourne in Australia, Cadmus was purposefully built to break down global learning barriers by providing educators and diverse student cohorts with access to high-quality, pedagogical assessment anywhere, anytime. Built on rich, student-centric values, Cadmus empowers individuals to achieve their highest potential and graduate with the critical skills and knowledge to profoundly impact our workforces, communities, and evolving world. Cadmus keeps the fun in the learning experience and takes the stress out of the end goal- assessment. With the average student completing 700+ assessments in their education journey, we wanted to build an assessment workspace that made it easy for educators and students to understand, submit, grade, and receive feedback- because we know everyone learns differently. What started as an idea to break down learning participation barriers and unlock every individual’s potential, has grown into a robust online assessment for learning platform that supports educators and students to achieve academic excellence in 50+ countries.
