Contractor Operations

Cactus Communications; Mumbai; Hybrid; INR 320,000 - 440,000; Full time

Job summary

Editage, the world’s foremost academic publication solutions partner, is hiring a Customer Service Associate for the night shift. This remote-first role may require travel to our Mumbai office for business needs and events.

You will handle inbound support tickets, resolve issues on the first contact, and strive to exceed SLAs while keeping customers informed and satisfied across global teams. The position runs a 9-hour shift, five days a week (including weekends), with English communication

Qualifications

• 1+ year of work experience in customer service preferred.
• Service-oriented mindset and customer-first approach.
• Collaborative across teams to resolve issues.

Responsibilities

• Understand customer needs and offer best options from the start.
• Respond to inbound tickets promptly to minimize friction.
• Meet or exceed SLAs with accurate and timely resolutions.
• Anticipate needs and empower customers to achieve goals.
• Resolve complaints in a single interaction when possible.
• Be the voice of the customer for internal teams and collaborate across functions.
• Handle all tickets and calls and escalate complex issues as needed.

Skills

Excellent communication skills

English mandatory

Multilingual welcome

Job description

Job Description:

Overview

CACTUS is a remote-first organization 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 for our night shift 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 night shift, working any five days a week, including weekends.

Note: This role is specifically for an evening shift. Only candidates who are comfortable working from 4:00 PM till 1:00 AM are requested to apply. You will be expected to work in a 9-hour shift, and you’ll be working any five days of the week (including Saturdays and Sundays).

Responsibilities

• Understand both implicit and explicit customer needs and requirements, offering the best-suited price, service, and delivery options from the start.
• Respond to inbound support tickets promptly, providing useful information to minimize friction while using our service.
• Maximize customer satisfaction through accurate and timely resolutions, consistently meeting or exceeding stated SLAs.
• Anticipate customer needs and potential issues, developing a deep understanding to empower our customers in achieving their goals.
• Troubleshoot and resolve client complaints and account inquiries in a single interaction to enhance the customer experience and create promoters.
• Serve as the voice of the customer for internal teams, going the extra mile to delight customers and encourage brand loyalty. Collaborate with cross-functional teams on organizational goals and projects.
• Handle all tickets and calls, answering any questions regarding the Editage website and EOS platform, and escaly complex issues when necessary.

Qualifications And Prerequisites

• Have excellent written and spoken communication skills. English is mandatory; other languages are welcome!
• At least 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.
• Enjoy working under pressure, are flexible, and can maintain a positive attitude even when the going gets tough.

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.