Unlock Your Impact as a Learning Support Specialist at Cadmus

Ever felt the pressure of a deadline looming, or the frustration when technology doesn't quite cooperate at the worst possible moment? Imagine being the calm, clear voice that helps an academic set up their crucial assessment the night before it opens, or guides a student through a submission issue just an hour before the deadline. At Cadmus, that vital role belongs to our Learning Support Specialist. You're not just answering queries; you're ensuring the smooth academic journey for thousands of users around the globe, making a real difference when it matters most.

Overview

Cadmus empowers students in over 50 countries with our innovative assessment platform. As we expand our reach and welcome our first university partners across the Americas, we're seeking a dedicated Learning Support Specialist to join our remote team. This is a fully remote role, meaning you can contribute from anywhere in the world, provided your working hours align to effectively cover UK afternoons and the full Americas working day. You'll become the frontline hero, offering fast, human, and reliable support to students and educators on both sides of the Atlantic, ensuring their experience with Cadmus is seamless and confident.

Key Responsibilities

Proactively manage our support inbox, responding to academics and students through email and chat.
Skillfully diagnose incoming inquiries, discerning between "how-to" questions and genuine technical faults.
Accurately document and escalate complex technical issues to our engineering team, providing all necessary details for swift resolution.
Empower users by providing clear, concise, and helpful guidance, building their confidence with the Cadmus platform.
Contribute to our knowledge base and internal documentation, continuously improving our support resources.
Maintain a high standard of service, ensuring every interaction leaves users feeling understood and supported.

Requirements

We believe in hiring for potential and passion. While prior experience in education is certainly a bonus, it's not a strict requirement for this position. What truly matters is your ability to communicate effectively and provide empathetic support.

Possess exceptional written communication skills, crafting clear and easy-to-understand messages.
Demonstrate a calm and patient demeanor, especially when assisting users under pressure.
Exhibit a genuine care for people, striving to ensure every user concludes their conversation feeling confident and resolved.
Be highly organized and able to manage multiple inquiries simultaneously in a fast-paced environment.
Capable of working independently and as part of a distributed team, thriving in a remote work setting.
A strong understanding of, or willingness to quickly learn about, educational technology and assessment processes.
Must be able to align working hours to effectively cover UK afternoons and the Americas working day.

What You'll Gain

Joining Cadmus means becoming an integral part of a growing global team. In your first year with us, you can expect to achieve significant milestones and truly own your role:

Achieve full independence in managing the support inbox within three months, handling first-line queries from start to finish during your shifts.
Become a Cadmus product expert, capable of answering most how-to questions without needing to look them up.
Deliver consistently fast and reliable first responses to our UK and Americas users, becoming their trusted point of contact.
Develop strong problem-solving skills, efficiently diagnosing issues and collaborating with technical teams for resolution.
Contribute to a positive and impactful user experience for thousands of students and academics worldwide.
Grow professionally within a supportive and innovative ed-tech environment.