HMH

Classroom Success Associate

temporary

About This Job

Job Title:
Classroom Success Associate (Contract position)

Location:

Remote
(U.S. only)

What You Will Do

The Classroom Success Associate at HMH provides essential frontline support for the AI Tools and Writable Classroom Success teams. This entry-level role focuses on managing data, tagging customer conversations, responding to forms and permissions requests, answering educator questions via email and chat, and ensuring the smooth operation of support and feedback processes. The associate helps maintain accurate records, organizes information, and supports the team in delivering high-quality customer experiences.

This is a short-term contract position (3 to 6 months), fully remote. The ideal candidate will be available to work Monday through Friday, between 8:00 AM and 5:00 PM Eastern Time.

Note:

This contingent position is managed by a third-party employer –

Magnit

Responsibilities

Customer Support

•

Respond to incoming educator inquiries via email and chat with clarity, empathy, and professionalism.

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Escalate complex questions to the appropriate team members and follow up as needed.

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Help maintain a consistent and positive customer experience.

Data Management and Tagging

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Tag and organize teacher conversations and support tickets for analysis and reporting.

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Maintain accurate records of conversations, feedback, and support cases.

Forms and Permissions Support

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Manage the intake of forms and permissions requests from educators.

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Track and update the status of requests, ensuring timely follow-up and resolution.

Reporting and Documentation

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Assist the team in preparing reports on support trends, feedback, and usage data by gathering and organizing information.

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Contribute clear, concise documentation and help maintain organized files.

Tool Support and Testing

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Help test new features in AI tools and Writable, noting any usability or data-related issues.

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Support quality assurance processes by documenting bugs or areas for improvement.

Administrative Tasks

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Support the team with various administrative tasks, such as scheduling, data entry, and organizing materials.

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Maintain organized records and contribute to process improvements.

What You’ll Need

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Strong attention to detail and organizational skills.

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Effective written communication for documentation, reporting, and customer correspondence.

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Proficiency in Google Workspace (Docs, Sheets, Slides) and Microsoft Office (Excel, Word, Outlook).

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Comfortable using digital tools for tagging, data entry, and communication.

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A collaborative, problem-solving mindset.

Preferred but not required:

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Experience with Salesforce, Intercom, or other CRM/support tools

•

Familiarity with AI prompting and basic AI tool usage

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Experience in K-12 education or supporting educators.

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