Teacher Support Advisor - Mexico

Job Introduction

Teacher Support Advisor – Mexico

Location: Remote (Team Twinkl)
Contract: Full-time, 37.5 hours per week
Salary: $11,700 USD pro rata ($6 USD per hour)
Line Manager: Kevin Williams

About the Role

As Twinkl continues to grow, we want to ensure that teachers around the world always receive the best possible support whenever they need us. We’re now looking for enthusiastic teachers in Mexico to join our friendly Teacher Support team and provide world-class customer service to educators everywhere.

This is an exciting opportunity to bring your teaching background into a new environment, helping teachers, parents, and carers to make the most of Twinkl’s resources and memberships.

What You’ll Do

You’ll be joining our welcoming Customer Support team, working with teachers from around the globe. Your day-to-day responsibilities will include:

• Answering queries from members via phone, email, social media, and Twinkl’s messenger tool.

• Supporting educators, parents, and carers in finding the right resources.

• Helping members get the most out of their subscriptions by answering questions quickly and efficiently.

• Communicating with technical advisers to resolve tech-related issues.

• Liaising with resource creators and designers to request new resources or make updates based on member feedback.

• Educating customers on Twinkl memberships (no selling involved).

• Developing transferable skills such as time management, listening, and adaptability.

• Contributing to side projects while meeting team targets.

You’ll work closely with:

• Customer-facing teams (support, marketing, schools, social media).

• Product owners, segment managers, and country managers.

• Other departments across Twinkl and partner companies within The Hive.

What We’re Looking For

Essential:

• Classroom teaching experience.

• Excellent written and spoken communication skills, with strong spelling and grammar.

• Confident phone manner.

• Strong IT skills and the ability to work with digital systems.

• Reliable internet access and a personal computer suitable for remote work.

Desirable:

• Previous customer support experience.

• Good understanding of social media platforms.

About You

You’ll be the first point of contact for Twinkl members, so you’ll need to be:

• Friendly, approachable, and professional.

• Solution-focused with strong problem-solving skills.

• Aligned with our Twinkl values: Lead the way, Go above and beyond, Do the right thing, Be lovely.

Why Join Twinkl?

At Twinkl, we believe work should be fun and people should come first. Here’s what you can expect:

• A friendly, supportive, and welcoming team.

• Flexible working with opportunities to work from home.

• A culture that celebrates diversity, inclusion, and belonging (our Employee Network Program includes groups for LGBTQ+, People of Colour, Disabilities, Women in Tech, and Working Parents).

• Continuous professional development, including monthly progression reviews, commercial awareness training, mentoring, and leadership coaching.

• Opportunities to collaborate with a global team making a real difference in education.

Key Performance Indicators (KPIs)

• Achieve a minimum 90% quality monitoring score each month.

• Review 13 tickets within Zendesk per week.

How to Apply

If you’re a teacher in Mexico looking to bring your classroom experience into a new and exciting role, we’d love to hear from you! Please apply online with your CV and covering letter.

If you require any reasonable adjustments to the application or selection process, please include details in your covering letter so we can best support you.