Community Success Coordinator - Toronto
About Fable
The best digital teams work with Fable to make products more accessible for over 1 billion people who live with disabilities. Some of our amazing clients include Walmart, Slack, Shopify, and more. Fable is a leading accessibility platform powered by people with disabilities.Through our flagship product, Fable Engage, we connect digital teams to assistive technology users for accessibility research and usability testing. Our mission is to make the digital world more inclusive by integrating lived experience directly into product development.
About the role
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.
For this role, we are open to applicants who are located in Canada and can work close to EST time zone. If you believe that you match majority of this job description, we highly encourage you to apply!
Requirements
Responsibilities
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
- 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
- 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
- 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
- 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.
- Platform operations experience: Hands-on experience managing workflows or supporting external stakeholders using tools like Intercom, Zendesk, Jira, Salesforce, or Airtable.
- Experience supporting live virtual sessions: Familiarity with managing logistics or troubleshooting in real-time environments like user testing, or support calls.
- Remote collaboration: Experience working in distributed teams and contributing asynchronously with clear communication and follow-through
- Tech or startup background: You've worked in environments where speed, iteration, and ambiguity are the day to day.
- Prior experience with diverse communities: Demonstrated experience working with people with disabilities or equity-seeking groups in support, research, advocacy, or community programs, with a focus on respectful, inclusive, and collaborative engagement
- Familiarity with assistive technologies: Exposure to tools such as JAWS, NVDA, VoiceOver, ZoomText, Dragon NaturallySpeaking, or HeadMouse
- Interest in scale and systems: You think in terms of repeatability and long-term fixes, not just one-off solutions. You’re energized by building or improving systems as teams grow.
- 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.
Our values
To lead, listen first
You amplify voices that are less often heard and create space for those voices to grow. The quality of an idea doesn't correlate with the loudness of someone's voice.
The brain is a muscle
If you're going to do something, you will do it well. Practice often and rest when needed. Give your mind what it needs to thrive.
Unlearn to learn
What did we learn growing up, and what do we need to unlearn? It's essential to understanding our personal bias and position so that we can grow.
Benefits
What's in it for you?
At Fable, you'll join a vibrant and rapid growth environment where you'll work with individuals who share the same values of being passionate, socially driven, inclusive, collaborative, and respectful. We offer great benefits such as stock options, career progression, professional development, health/dental benefits, and more.
Accessibility accommodations
Fable is an inclusive workplace. If you are facing any accessibility requirements or concerns regarding the hiring process or employment with us, please fill out this form or email us at jobs@makeitfable.com and include the subject line “Accessibility accommodation for “Role” job application.”
Pay range
$60,000 to $68,000 CAD - this is a range and is subject to change, depending on experience and role fit. Please take this as a general range.