Cactus Communications (Cactusglobal) is a technology-driven research services company that supports researchers with AI-enabled solutions and services through its Editage platform and related products. In this contractor role, you will be part of the customer experience function, handling support across email, calls, and platform tickets while representing the customer voice internally.

• Respond to inbound emails, calls, and support tickets for the Editage website and EOS platform
• Understand customer needs and recommend suitable pricing, service, or delivery options
• Resolve complaints, account inquiries, and other issues quickly, aiming for first-contact resolution
• Meet SLA targets and escalate complex cases when needed
• Document interactions, update knowledge bases, and share insights in team huddles
• Collaborate with cross-functional teams to improve customer experience and service offerings

• Strong customer service and communication skills
• Proficiency with ticketing systems, MS Teams, and email tools such as Gmail or Outlook
• Problem-solving and time management ability
• Excellent interpersonal skills and a service-oriented mindset
• Proactive approach to anticipating customer needs
• Ability to maintain professionalism and punctuality on a rotational 9-hour shift schedule

• Remote-first work model
• Occasional visits to the Mumbai office
• Continuous learning opportunities with exposure to AI products
• Culture that values ownership, documentation, and cross-time-zone collaboration
• Potential consideration for full-time roles for high-performing contractors
• Growth opportunities into customer success management, team lead, product support, client onboarding, account management, and business development