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Customer Support Coordinator
4 weeks ago
Classical Academic Press (CAP) is a faith-based publisher of award-winning curricula and educational media designed for classical schools, Christian schools, homeschoolers, and charter schools. With 30+ employees and year-over-year growth, CAP is committed to delivering creative, high-quality educational resources.We are seeking a full-time Customer Support Coordinator to join our team. This role serves as a central connection point for customer communication, community support, and marketing operations. The ideal candidate is warm, highly organized, technologically adept, and able to balance customer-facing responsibilities with internal coordination and project support.If you are considering this position, please read more about Classical Academic Press and apply directly on LinkedIn. Please include your resumé and cover letter.Primary ResponsibilitiesCustomer Support & CommunicationAnswer all inbound customer phone calls with professionalism and clarity.Manage the HubSpot Support Inbox, ensuring timely responses and accurate resolutions.Advocate for customer needs across departments and contribute to improving customer experience processes.Provide direct support for:Ask the Magister inquiriesMyLibrary access and troubleshootingDigital resource and fulfillment questionsForms, ShelfIt, and other web-based toolsAssist in setting up co-ops, including coupon creation and distribution.Marketing SupportSupport the marketing team with the annual CAP Catalog project, including planning, proofing, coordination, and task management.Seasonal conference planning and logistics supportManage and maintain customer and audience segmentation, ensuring list freshness and accuracy.Assist with marketing automations, including:Post-purchase customer journey emailsMulti-step drip campaignsCustomer lifecycle email updatesProvide administrative or communication support to marketing initiatives as assigned.Internal Operations & Special InitiativesContribute to the development and maintenance of CAP’s AI database for customer support, including tagging, categorization, and content updates.Schedule and coordinate internal learning opportunities such as Lunch & Learns with various authors and members of the CAP leadership team.Assist with annual seasonal communications, including coordinating and sending Christmas cards.Skills & QualificationsPreferred:Bachelor’s degree in a related field.Experience in customer service, marketing, operations, or community support (ideally in education or publishing).Familiarity with classical homeschooling or classical Christian education.CRM experience (HubSpot strongly preferred).Key Skills:Strong verbal and written communication abilities.Excellent organizational and administrative skills.Comfort working both independently and collaboratively.Proficiency with Google Suite and cloud-based tools.A proactive, empathetic, customer-first mindset.Cross-Department CollaborationThe Customer Support Coordinator will work closely with:MarketingSalesScholé CommunitiesWeb DevelopmentSystems IntegrationFinance & OperationsSpecial Projects (as assigned)Customer journey and lifecycle communication improvementsData and segmentation projectsDigital resource support initiativesInternal training coordinationAI database buildout and optimization
