Multimedia Accessibility & Educator Support Specialist

Title: Multimedia Accessibility & Educator Support Specialist

Reports To: Associate Director, Digital Archive

Location: US Home Office (Remote)

Status: Full-Time, Exempt

Salary Range*: $55,000 - $65,000/annually

Start Date: Jan 2026

Facing History & Ourselves is a global education non-profit organization that challenges teachers and students to use lessons of history to stand up to racism, antisemitism, and other forms of bigotry and hate.

We are seeking a Multimedia Accessibility & Educator Support Specialist to join our Educator Support Team. This position will be responsible for enhancing multimedia accessibility as well as providing excellent customer service to Facing History’s diverse user base, with a focus on educator, school, and district support. They will facilitate accessibility to our multimedia educational content by supporting captioning, transcription and translation workflows through the 3PlayMedia platform. As a member of our Educator Support Team, this position will support educators and resolve their inquiries with professionalism, keen insight, empathy, and creativity.

Who You Are: You bring passion for high-quality educational content, particularly when delivered through video and audio formats. You are committed to the needs of educators and their students. You are deeply detail oriented, noticing inconsistencies others miss, and ensuring nothing slips through the cracks. You are process-driven and enjoy maintaining systems that keep complex projects running smoothly. You are flexible and proactive, pivoting easily and managing shifting priorities. You have strong communication skills and enjoy being part of collaborative teams.

Who We Are: The Knowledge & Collections team is collaborative, supportive, and flexible. We are customer focused and appreciate our role in supporting the work and mission of Facing History and Ourselves. We embrace a growth-mindset and we are able to pivot/adapt to changes and are good natured in our approach to shifting priorities. We value the strengths we each bring to our team. We deal with complex and sensitive issues and work to maintain professionalism and a good sense of humor, too.

Roles & Responsibilities:

Multimedia Accessibility Duties (50%)

• Submit video and audio files for captioning, transcription or translation to our accessibility vendor 3PlayMedia.
• Review caption files and transcripts for accuracy, correcting misspellings and errors, and make sure the text adheres to the organization's style-guide and lexicon.
• Add caption files to videos in the Brightcove video streaming platform.
• Provide support to staff with inquiries regarding captioning and transcripts.
• Maintain captioning documentation including workflows and guidelines.
• Upload and catalog files to our digital archive
• Use Slack and ClickUp to collaborate within and across teams and as an intake mechanism for projects, tasks, and support requests.
• Perform other related duties as required by position.

Educator Support Team Duties (50%)

• Triage customer inquiries via Salesforce during case shifts and seek resolution to inquiries from centralized support channels, including our website, with occasional phone messages and live chat.
• Provide internal and external end-user support across channels, including Slack and Salesforce. Troubleshoot technical issues with colleagues and end-users. Provide technical support for professional learning and community events during business hours with occasional evening events.
• Develop a deep understanding of Facing History’s work and engage in thoughtful feedback and problem-solving.

Essential Skills and Qualities:

Facing History understands that restrictive job requirements may exclude historically marginalized groups from applying to jobs for which they are qualified. We take an equitable and holistic screening approach. If you feel you have demonstrated experience and expertise relevant to perform this role, please don’t hesitate to apply!

• Minimum of 2+ years of progressive experience, virtual/hybrid customer service experience through email, live chat, and phone strongly preferred.
• Passionate about developing processes and systems and contributing to an operations and program management practice that is empathetic, inclusive, and relationship-driven.
• Ability to work independently, prioritize, and creatively problem-solve; ability to manage multiple assignments in a busy, fluid setting. When you hit roadblocks you know when to ask for help, but you can also make recommendations and suggest solutions independently.
• Excellent computer skills, including experience with Google Suite, Microsoft Office, and Salesforce preferred.
• Excellent writing and editing skills.
• Excellent written, verbal communication skills.
• Interest in Facing History & Ourselves’ mission and familiarity with education and non-profit settings.
• Demonstrated ability to be proactive and curious. You ask questions, you Google things you don’t know and are eager to learn, you learn from your colleagues.
• Demonstrated attention to detail, and time management skills.
• Effective and flexible communication skills as well as excellent organizational skills.
• Disciplined self-starter and independent work committed to iterative and continual improvement.

Facing History values a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law. We are an Equal Employment Opportunity Employer.

Our Commitment to Inclusion. Our strength as an organization is directly tied to the diversity of our staff, leadership, educators, students, scholars, and volunteers. We strongly encourage each member of our community to be intentional and self-reflective in their attitudes toward others. This intentionality not only makes for a safer, happier, and more vibrant workplace, but it reflects the ethical framework of the content we produce for teachers and students. Our continued dedication to an inclusive work environment includes facilitating group learning journeys throughout the year and making space for optional employee resource groups. Together we show grace and support to ourselves and our colleagues so that we can all contribute in ways which are meaningful and rewarding.

Remote-first/Hybrid Work Model (US Home Based): Facing History & Ourselves operates in a remote-first/hybrid work model, allowing staff flexibility in both schedules and work locations. This particular position is home-based. Some travel is required.

We strive to offer competitive salaries commensurate with experience in a similar position. New hires are typically brought into the organization at a salary range between the minimum and midpoint depending on experience and in alignment with internal parity.

Benefits Summary: In addition to meaningful and rewarding work, Facing History provides an excellent and competitive compensation and benefits package including medical with a fully employer-sponsored health reimbursement account (HRA), dental, vision, life & AD&D, long-term & short-term disability insurance, 403(b) retirement plan with a discretionary organizational contribution, generous paid time off, an employee assistance program, travel assistance plan, pre-tax commuter spending accounts, flexible spending accounts, voluntary Colonial Life group plans, robust wellness programs through aHealthyMe, an employee discounted marketplace through BenefitHub, weekly virtual yoga and meditation, 403(b) advisement, and a friendly work environment.