Associate Customer Service Manager

Overview

CACTUS is a remote-first organisation and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events.

Are you passionate about elevating customer experiences? Step into the role of Customer Service Associate at Editage! Editage, the world’s foremost academic publication solutions partner for over 18 years, is seeking committed individuals prepared to thrive in a 9-hour shift, working any five days a week, including weekends.

In this role, you will:

• Respond promptly to inbound customer requests via email and CRM
• Take ownership of the customer experience, influencing their decisions to buy, renew, or expand services
• Exhibit strong teamwork, punctuality, and problem-solving skills daily
  
  

If you’re searching for more than just a job and are excited about investing in a career opportunity, we want to hear from you!

This role is specifically for the day shift. Only candidates who are comfortable working during the day are encouraged to apply. You will be expected to work a 9-hour shift anytime between 5:00 AM and 8:00 PM, and you will work five days a week, which may include Saturdays and Sundays.

Responsibilities

• Deeply understand customer needs and requirements, and provide them with the best-suited price, service, and delivery options from the outset.
• Respond to inbound support tickets, ensuring customers receive timely and useful information to reduce friction while using the service.
• Maximize customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs.
• Anticipate customer needs and problems before they surface; develop deep customer intuition to empower our customers to achieve their goals.
• Troubleshoot and resolve client complaints and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience.
• Be the voice of the customer for internal teams and go the extra mile to delight customers so that they return and prefer our brand over the competition, working with cross-functional teams on allied organizational goals and projects.
• Handle all our tickets and provide resolution to queries regarding the editing, translation and publication support requirements and escalate complex issues when appropriate.
  
  

Qualifications And Prerequisites

• Have excellent written and spoken communication skills. English is mandatory; other languages are welcome!
• 0-1 year of work experience; prior experience in Customer Service is preferred.
• Have a service-oriented and customer-first mindset. You enjoy helping and using your communication, persuasion, and people skills to achieve operational and team results.
• Have a collaborative working spirit and can work seamlessly across teams and functions to resolve sticky situations.
• Have excellent interpersonal and intercultural skills and can work with global teams.
  
  

Application Process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.
  
  

About CACTUS

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.