Experienced Associate Customer Service Manager – Remote Customer Experience Expert

About Us

Cactus Communications, a leading science communication and technology company, is seeking an experienced Associate Customer Service Manager to join our team. As a remote-first organization, we pride ourselves on our accelerate-from-anywhere culture, where you can work from anywhere and still be part of a dynamic and inclusive community. Our mission is to power research and empower people, and we're looking for a talented individual to help us achieve this goal.

Job Description

We're looking for a highly motivated and customer-focused Associate Customer Service Manager to join our team. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences, resolving customer complaints, and providing timely and useful information to our customers. If you're passionate about customer service and have a strong desire to make a positive impact, we want to hear from you!

Key Responsibilities

• Respond promptly to inbound customer requests via email and CRM, ensuring timely and accurate resolution.
• Take ownership of the customer experience, influencing their decisions to buy, renew, or expand services.
• Exhibit strong teamwork, punctuality, and problem-solving skills daily, working collaboratively with cross-functional teams to resolve customer issues.
• Deeply understand customer needs and requirements, providing them with the best-suited price, service, and delivery options from the outset.
• Maximize customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs.
• Anticipate customer needs and problems before they surface, developing 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, 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

We're looking for a highly motivated and customer-focused individual with the following qualifications and prerequisites:

• Excellent written and spoken communication skills, with English being mandatory and other languages being welcome.
• 0-2 years of work experience, with prior experience in Customer Service being preferred.
• A service-oriented and customer-first mindset, with a passion for helping and using communication, persuasion, and people skills to achieve operational and team results.
• A collaborative working spirit and the ability to work seamlessly across teams and functions to resolve sticky situations.
• Excellent interpersonal and intercultural skills, with the ability to work with global teams.
• The ability to work under pressure, be flexible, and maintain a positive attitude even when the going gets tough.

Additional Information

Cactus Communications is a company powered by its inclusive community spirit, where we break down barriers between different styles of thought to democratize access to scientific knowledge. We're a melting pot of perspectives, and we're committed to creating a positive impact in the world of science.

Why Join Us?

We offer a range of benefits and opportunities for growth and development, including:

• A competitive salary and comprehensive benefits package.
• The opportunity to work with a dynamic and inclusive team, where you can experiment, challenge yourself, and take risks.
• The autonomy to shape your career and make an impact in the world of science.
• The flexibility to work from anywhere and still be part of a dynamic and inclusive community.
• The opportunity to work with cutting-edge AI products and solutions that improve how research gets funded, published, communicated, and discovered.

How to Apply

If you're passionate about customer service and have a strong desire to make a positive impact, we want to hear from you! Please submit your application today, and don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all.