Learning Support Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Respond to inquiries from academics and students via email and chat.

• Identify whether questions are procedural or genuine issues.

• Forward technical problems to the technical team with comprehensive details.

• Manage initial queries from start to finish throughout the shift.

• Independently address the majority of how-to inquiries.

• Provide prompt and dependable initial responses to users in the UK and Americas within support targets.

• Ensure that users comprehend how their issues were resolved.

• Enhance help articles and templates based on frequently asked questions.

• Facilitate at least one discussion with the product team.

⛳️ Requirements

• 1 to 3 years of experience in customer-facing support, preferably within a software product context: SaaS, HR or learning platforms, edtech, or IT service desk.

• Familiarity with helpdesk systems or shared inboxes like Zendesk, Intercom, or HubSpot.

• Proficient in both written and spoken English.

• Ability to convey information in a clear and friendly manner.

• Skill in following user instructions, replicating issues, and articulating them accurately.

• Maintain composure and kindness under pressure.

• Capability to follow through and keep unresolved issues moving forward.

• Demonstrated curiosity, receptiveness to feedback, and a willingness to seek clarification when needed.

• Bonus: experience in supporting teachers, students, or university staff, or familiarity with LMS platforms like Canvas or Moodle.

🏝️ Benefits

• Remote work opportunity from Mexico.

• Full-time contractor arrangement.

• Paid annual leave.

• Paid sick leave.

• Training on the platform starting from day one.

• Chance to influence how support is delivered in the newest region.

• Coverage of NAs Eastern Time, from 9am to 5pm (7am to 3pm Mexico City time).