Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!
The opportunity
The Customer Experience Specialist (Contract) will play an important role in supporting customer outcomes across HBI’s higher education portfolio through the execution of operational deliverables and customer-facing activities that directly impact customer experiences. This role helps ensure the seamless delivery of customer support operations, day-to-day deliverables, and select customer engagement activities, including product demonstrations for a limited set of HBI offerings.
This role requires a sharp focus on operational excellence and proactive management of customer deliverables and support. The ideal candidate is highly organized, detail-oriented, technically curious, and comfortable operating in a fast-paced environment. Success in this role requires strong execution, proactive problem-solving, and the ability to navigate systems, data, and customer support workflows with minimal oversight.
What you’ll do:
Develop basic knowledge of HBI’s active learning pedagogy and product suite—including digital products, Admin tooling, partner LMS platforms, and more
Support the implementation and maintenance of B2B customers and partners, including system configurations, usage reporting oversight, and content management.
Support delivery – in person and virtually -- of strategic programs and workshops that drive scalability, efficiency, product innovation, and growth. Experience with the Canvas LMS platform (or other LMS platforms) is a plus.
Provide responsive support to customers, managing Zendesk and JIRA case resolution in alignment with HBI’s service standards and SLAs. Escalate and document issues through established channels to ensure timely resolution by Product and Engineering teams.
Lead targeted product demonstrations and training sessions for individuals and groups of customers to support their educational goals.
Leverage tools such as Tableau, Salesforce, Zendesk, and AI-powered platforms to streamline workflows and enhance efficiency.
What you’ll bring:
3+ years of experience in customer service, customer success, customer support, customer operations, or implementation roles – ideally within SaaS, EdTech, or B2B2C environments. Experience working with academic institution, educators, or in the education sector is a plus
Exceptional verbal and written communication skills, with the ability to present confidently
Highly organized and self-directed, with a track record of owning outcomes and deliverables
Passion for delivering exceptional customer experiences and creating measurable impact through proactive engagement and personalized support
Intellectual curiosity and a commitment to continuous learning, demonstrated by proactively seeking out resources and studying documentation to develop deep product expertise
Comfortable navigating ambiguity and solving problems proactively in a fast-paced, evolving environment
Proficient with tools such as Salesforce, Zendesk, Microsoft Office, and virtual collaboration platforms like Webex or Zoom
Ability to quickly learn and become a power user of new technologies, with a curiosity for digital learning tools and platforms. Familiarity with LMS platforms and integration standards (e.g., LTI 1.3) is highly desirable
Collaborative and flexible team player with the ability to work across matrixed, cross-functional team
Growth-oriented mindset with a desire to stay informed about emerging technologies, educational trends, and customer success best practices
HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
This is a 6-month, part-time contract opportunity averaging 25-30 hours per week, with some flexibility based on workload and business requirements. The anticipated pay range is $28-$32 per hour, depending on experience and skills.
Skills Required
- 3+ years experience in customer service, customer success, customer support, customer operations, or implementation roles
- Exceptional verbal and written communication skills
- Highly organized, self-directed, with track record of owning outcomes and deliverables
- Proficient with Salesforce, Zendesk, Microsoft Office, and virtual collaboration platforms (Webex or Zoom)
- Ability to quickly learn and become a power user of new technologies
- Comfortable navigating ambiguity and solving problems proactively in a fast-paced environment
- Familiarity with LMS platforms and integration standards (e.g., LTI 1.3)
- Experience with Canvas LMS or other LMS platforms
- Experience working with academic institutions, educators, or in the education sector
- Experience using Tableau, JIRA, or AI-powered platforms to streamline workflows
What We Do
At Harvard Business Publishing, we believe in the power of leadership to inspire, to transform, and to advance the global good. We empower leaders with breakthrough ideas that solve problems, that elevate performance, and that unlock the leader in everyone. We help leaders move the world forward. Harvard Business Publishing (HBP) was founded in 1994 as a not-for-profit, independent corporation that is an affiliate of Harvard Business School. We inform and inspire professionals, corporations, educators, and students around the world with the best in management thinking and practice. Through our articles, books, case studies, simulations, videos, learning programs, and digital tools, we reach thousands of organizations and millions of subscribers and social media followers. With over 600 employees located in Boston (HQ), New York City, Australia, France, India, Mexico, the Netherlands, Singapore, the United Arab Emirates, and the United Kingdom, we serve as a bridge between academia and enterprises around the globe. Our three market units—Education, Corporate Learning, and Harvard Business Review Group—produce a variety of media including print and digital (Harvard Business Review, Harvard Business Review Press books, Harvard Business School cases), events (participant-centered learning seminars, custom events, webinars), digital learning (Harvard ManageMentor, HMM Spark), blended learning, and campus experiences. Through these platforms, HBP is able to influence real-world change by maximizing the reach and impact of its essential offering—ideas. Working at Harvard Business Publishing brings you into a global, dynamic organization that’s constantly discovering—new markets, new technologies and media platforms, and new groundbreaking ideas. You’ll find your co-workers intellectually curious and highly engaged. We collaborate. We experiment. We are always learning
