Customer Experience Specialist (Contract)
About The Position
Harvard Business Publishing (HBP) is seeking a Customer Experience Specialist (Contract) to support customer outcomes across its higher education portfolio. This role involves executing operational deliverables and customer-facing activities that directly impact customer experiences. The specialist will 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. The position requires a strong focus on operational excellence, proactive management of customer deliverables and support, and the ability to work independently in a fast-paced environment. Success hinges on strong execution, proactive problem-solving, and navigating systems, data, and customer support workflows with minimal oversight.
Requirements
- 3+ years of experience in customer service, customer success, customer support, customer operations, or implementation roles – ideally within SaaS, EdTech, or B2B2C environments.
- 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.
- Collaborative and flexible team player with the ability to work across matrixed, cross-functional teams.
- Growth-oriented mindset with a desire to stay informed about emerging technologies, educational trends, and customer success best practices.
Nice To Haves
- Experience working with academic institutions, educators, or in the education sector is a plus.
- Experience with the Canvas LMS platform (or other LMS platforms) is a plus.
- Familiarity with LMS platforms and integration standards (e.g., LTI 1.3) is highly desirable.
Responsibilities
- 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.
- 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.
Benefits
- The anticipated pay range is $28-$32 per hour, depending on experience and skills.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
