What are the responsibilities and job description for the Customer Support Coordinator position at Classical Academic Press?
PLEASE NOTE: A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should (1) address your specific interest in the position, (2) respond to the stated mission of Classical Academic Press found on our Careers page, and (3) outline skills and experience that directly relate to this position.
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.
Primary Responsibilities
Customer Support & Communication
- Answer 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 inquiries
- MyLibrary access and troubleshooting
- Digital resource and fulfillment questions
- Forms, ShelfIt, and other web-based tools
- Assist in setting up co-ops, including coupon creation and distribution.
Marketing Support
- Support the marketing team with the annual CAP Catalog project, including planning, proofing, coordination, and task management.
- Seasonal conference planning and logistics support
- Manage and maintain customer and audience segmentation, ensuring list freshness and accuracy.
- Assist with marketing automations, including:
- Post-purchase customer journey emails
- Multi-step drip campaigns
- Customer lifecycle email updates
- Provide administrative or communication support to marketing initiatives as assigned.
Internal Operations & Special Initiatives
- Contribute 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 & Qualifications
Preferred:
- 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 Collaboration
The Customer Support Coordinator will work closely with:
- Marketing
- Sales
- Scholé Communities
- Web Development
- Systems Integration
- Finance & Operations
Special Projects (as assigned)
- Customer journey and lifecycle communication improvements
- Data and segmentation projects
- Digital resource support initiatives
- Internal training coordination
- AI database buildout and optimization