Book and Periodical Publishing · 1,001 to 5,000 employees
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.
The Accessibility Customer Support Assistant will triage and resolve accessibility inquiries from learners and educators using Salesforce and other platforms.
They will also coordinate with internal teams and external vendors to track remediation efforts and document user challenges.
What you need
Candidates should have experience in troubleshooting technical or usability issues and managing high volumes of time-sensitive inquiries.
Familiarity with assistive technologies and tools like Salesforce and Jira is preferred.
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
