Learning Support Specialist

• Answer academics and students by email and chat
• Determine whether inquiries are how-to questions or real faults
• Escalate technical issues to the technical team with complete information
• Handle first-line queries end to end during the shift
• Answer most how-to questions independently
• Provide UK and Americas users with fast, reliable first responses within support targets
• Ensure users understand how their issues were resolved
• Improve help articles and templates based on recurring questions
• Shape at least one conversation with the product team

• 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
• Clear, warm writing
• Ability to follow a user's steps, reproduce a problem and describe it precisely
• Calm and kindness under pressure
• Ability to follow through and keep open issues progressing
• Curiosity, openness to feedback, and willingness to ask when unsure
• Bonus: experience supporting teachers, students or university staff, or working with an LMS like Canvas or Moodle

• Remote from Mexico
• Full-time contractor basis
• Paid annual leave
• Paid sick leave
• Training on the platform from day one
• Opportunity to have a real say in how support is provided for the newest region
• Coverage of NAs Eastern Time, 9am–5pm (7am–3pm Mexico City time)