About
# About the Role Cactus Communications, operating under the brand Cactusglobal, is a technology-driven research services company founded in 2002. With more than 3,000 experts across offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai, we deliver AI-enabled solutions that help researchers secure funding, publish, and communicate their work. Our flagship platform, Editage, offers a suite of services ranging from manuscript editing to AI-powered tools such as Mind the Graph, Paperpal, and R Discovery. As a **Contractor, Customer Service**, you will play a crucial role in the customer experience function. This is a 9-month contractual position that allows you to work remotely with occasional visits to our Mumbai office. You will handle inbound emails and calls, resolve tickets on the Editage website and EOS platform, and serve as the voice of the customer across internal teams. The position demands a service-oriented mindset, strong communication skills, and the ability to thrive under pressure while maintaining a positive attitude. # Key Responsibilities - Understand implicit and explicit customer needs and recommend suitable pricing, service, or delivery options during the first interaction. - Respond to inbound support tickets promptly, providing clear and useful information to minimize friction. - Meet or exceed SLA targets by delivering accurate and timely resolutions. - Anticipate potential customer issues and proactively offer effective solutions. - Troubleshoot and resolve client complaints and general account inquiries in a single interaction, turning customers into promoters. - Serve as the customer advocate, collaborating with cross-functional teams to enhance product and service offerings. - Handle all ticket and call queries related to the Editage website and EOS platform, escalating complex cases as necessary. - Document interactions and update knowledge bases to ensure consistency across the support team. - Participate in regular team huddles and share insights to drive process improvements. - Maintain a professional demeanor and punctuality, adhering to the 9-hour shift schedule on a rotational basis. # Requirements - Strong skills in customer service and communication. - Proficient in problem-solving and time management. - Experience with ticketing systems (e.g., Zendesk), MS Teams, Email handling (Gmail/Outlook), and basic computer literacy. - Excellent interpersonal skills and a service-oriented mindset. - A proactive approach to anticipating customer needs. # Benefits - Enjoy a truly remote-first environment, providing flexibility and access to a vibrant global community. - Continuous learning opportunities with exposure to cutting-edge AI products. - A culture that values ownership, documentation, and cross-time-zone collaboration. - High-performing contractors may be considered for full-time roles in Customer Success Management, Team Lead positions, or specialized roles within product support and client onboarding. - Opportunities for growth into account management and business development for those exposed to our global research clientele.
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