Community Success Coordinator, Fable

• Experience: At least 2+ years in a coordination, customer support, or operations role within a corporate setting (tech or platform based ideal) involving regular communication with external stakeholders (e.g. clients, partners, or users)
• Technical proficiency: Demonstrated ability to independently troubleshoot technical issues across multiple operating systems (Mac, Windows), devices (iOS, Android), and tools (VPNs, browsers). Comfortable navigating and using Zoom, Atlassian products, and Microsoft Office in day-to-day workflows
• Equity and inclusion: Able to work respectfully and effectively with people from equity-seeking groups, including people with disabilities. You know how to adapt your communication—tone, language, pace—to meet different access needs, both live and in writing
• Communication: Proven ability to write clear internal updates, external instructions, or documentation (e.g. support guides, handoff notes), and maintain asynchronous communication across remote teams
• Execution: Can manage 8–10 concurrent tasks or requests with minimal errors, regularly audit for gaps or inconsistencies, and close loops with stakeholders by set deadlines
• Adaptability: Has successfully worked in roles where priorities shift daily; able to triage blockers, switch tasks quickly, and maintain steady progress without full information or direction
• Willing to learn about accessibility and follow inclusive practices
• Open to working in a fast-moving team
• Willing to learn new tools and adjust quickly
• Able to work within bounds of North American time zones, Eastern Time preferred

Desirable

• As a Community Success Coordinator at Fable, you’ll support both the facilitation of testing sessions with people with disabilities and the day-to-day operations of Fable Engage
• This role combines direct interaction with our tester community and behind-the-scenes coordination, including scheduling sessions, maintaining request data, resolving blockers, and making sure the platform runs smoothly
• Part of your time will be spent facilitating self-guided requests
• These are unmoderated sessions where testers using assistive technologies record their experience with digital products
• You’ll schedule, monitor, and trim these sessions while ensuring testers are set up for success
• The rest of your work will focus on platform maintenance, data accuracy, and supporting the internal workflows that connect our Community with customer delivery
• Success in this role means keeping requests moving, solving problems quickly, and making sure testers are supported and sessions stay on track
• You’ll work across platform operations and tester support interaction—managing workflows in Fable Engage while stepping in live to guide testers and troubleshoot issues as they happen
• About the team
• The Community Success Coordinator is part of the Request Delivery (RQD) team in the Community department
• RQD manages the day-to-day execution of Fable Engage—reviewing requests, coordinating with testers, and making sure each task is delivered accurately and on time
• The team of six works closely with people with disabilities to surface accessibility insights, with a focus on clear process, fast problem-solving, and consistent support for both testers and delivery
• Support platform operations and request flow
• Review and prepare customer-submitted requests to ensure clarity, feasibility, and alignment with testing goals
• Monitor the progress of requests and prioritize those approaching deadlines and service level agreements
• Enter, assign, and update task data across internal tracking systems (e.g. task status, tester assignment, session artifacts, deadlines)
• Monitor live queues and SLA timelines; proactively escalate stalled or at-risk tasks to the Request Delivery Manager
• Facilitate self-guided testing sessions
• Set up, schedule, and monitor self-guided accessibility testing sessions on Fable Engage, ensuring requests are correctly configured in the platform
• Provide live facilitation support during sessions, including screen share guidance, identifying when testers are off-track, and offering real-time troubleshooting
• Record, trim, name, and upload session files, ensuring each is properly linked to the corresponding request in internal systems
• Document session-level issues (e.g. broken flows, platform incompatibilities, tester access errors) and flag blockers early
• Provide responsive technical tester support
• Serve as the first point of contact for testers during active requests, providing responsive tech support via Zoom, email, and phone
• Troubleshoot environment-level issues (e.g. browser compatibility, device behavior, VPNs, screen reader conflicts) in real time during sessions
• Guide testers through non-standard flows, unfamiliar platforms, or unexpected blockers, minimizing delays and confusion
• Prioritize time-to-done and task completion speed by unblocking testers quickly and reducing unnecessary escalations
• Surface patterns or recurring issues to improve internal documentation, tester Maintain delivery quality and team coordination
• Operational coordination and process support
• Support the identification, implementation, and refinement of scalable workflows that improve efficiency, accuracy, and clarity across request delivery
• Assist with the rollout and execution of new request types and customer pilot programs on the Fable Engage platform, ensuring smooth handoffs and clear communication with internal stakeholders
• Track action items, task owners, and deadlines across special projects to keep work moving and flag blockers early
• Help operationalize workflow changes—such as intake updates, new task formats, or tester eligibility shifts—by ensuring each step is documented, repeatable, and aligned with delivery standards