Macmillan Learning is a privately-held, family-owned digital learning company that inspires what’s possible for every learner. Our tools, content, and services are grounded in research and designed to support learning, wherever and however it takes place. To learn more, please visit our newsroom or macmillanlearning.com.
This is a contractor opportunity and does not constitute an offer of employment with Macmillan Learning.
We are seeking an Accessibility Customer Support Assistant to support learners and educators with disabilities in accessing and using our digital products. In this role, you will address incoming accessibility and usability inquiries, facilitate support handoffs, and ensure customers receive prompt, effective resolutions to their accessibility needs.
Collaborating closely with internal product, content, and sales teams—as well as external remediation vendors—you will coordinate technical escalations and help maintain seamless access to learning materials. This engagement is conducted through Noor Consulting.
Scope of Services
- You’ll monitor, triage, and respond to accessibility support inquiries through Salesforce, email, and the AccessText Network, maintaining established response standards.
- You’ll troubleshoot user-facing accessibility and usability concerns, providing clear, step-by-step guidance to resolve customer issues via written communication and occasional scheduled calls.
- You’ll coordinate with cross-functional stakeholders—including product, content, and sales teams—to escalate technical blockers and align on timely customer solutions.
- You’ll facilitate Jira ticket creation, update task statuses, track remediation schedules, and support accessibility reviews alongside external remediation partners and internal content teams.
- You’ll document recurring user challenges and customer feedback to assist internal teams in refining self-service materials and response templates.
- You’ll conduct follow-up communication with customers to verify that accessibility requests and technical inquiries are fully addressed.
Expected Deliverables and Outcomes
- Inquiry Resolution & Queue Maintenance: Timely responses and documented resolutions for support requests submitted across Salesforce, email, and the AccessText Network within agreed-upon service levels.
- Jira Tracking & Remediation Coordination: Accurately logged Jira tickets, milestone updates, and coordinated remediation workflows tracked through completion with external vendors and content stakeholders.
- Support Resources & Process Feedback: Documented summaries of common user accessibility hurdles along with recommended draft templates and customer-facing guidance updates.
Experience and Capabilities
- Demonstrated ability to troubleshoot technical or usability issues with a clear, customer-focused approach.
- Proven capability to manage a high volume of time-sensitive inquiries, balance multiple priorities, and meet defined delivery deadlines.
- Strong track record of handling confidential or sensitive user information with care and discretion.
- Ability to work independently, collaborate productively across distributed teams, and escalate blockers or ambiguity when appropriate.
Preferred Capabilities
- Practical experience supporting accessibility workflows, disability services, or assistive technology users.
- Familiarity with standard assistive technologies such as screen readers, magnifiers, or text-to-speech tools.
- Clear written and verbal communication skills, especially in explaining technical instructions to non-technical audiences.
- Hands-on familiarity with Salesforce Service Cloud, Jira, or the AccessText Network.
Engagement Parameters
- Engagement Type: Agency contractor (employed through Noor Consulting)
- Duration: 6 months (immediate start, with possibility of extension)
- Time Commitment: Approximately 20 hours/week (4 hours/day, Monday–Friday; multiple shift options available)
- Location: Remote (U.S.-based)
- Compensation: $20.00/hour
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Ability to troubleshoot technical or usability issues using a clear, customer-focused approach
- Ability to manage high-volume, time-sensitive inquiries and multiple priorities while meeting deadlines
- Experience handling confidential or sensitive user information with care and discretion
- Ability to work independently and collaborate across distributed teams
- Ability to escalate blockers or ambiguity appropriately
- Experience supporting accessibility workflows, disability services, or assistive technology users
- Familiarity with screen readers, magnifiers, or text-to-speech tools
- Strong written and verbal communication skills for explaining technical instructions to non-technical audiences
- Familiarity with Salesforce Service Cloud, Jira, or the AccessText Network
What We Do
We deeply believe in the power of books to connect people, amplify diverse voices, create meaningful change, and make a lasting impact in the world. Macmillan Publishers is a leading publishing company and home to some of the world's most cherished authors and creators. We are firmly committed to our employees, authors, and core values — and strive to build a culture that is inclusive of diverse voices and perspectives throughout all levels of the company. Our U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, The St. Martin's Publishing Group, and Tor Publishing Group. Macmillan Publishers is an Equal Opportunity Employer committed to reflecting a broad representation of differences — race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective — in our workplace.
