Member Support Contractor

Crossref; Friendly (MD); Remote; USD 60,000 - 80,000; Full time

Job summary

Join Crossref as a remote Member Support Contractor and play a vital role in welcoming new members globally. You will manage queries, ensure data accuracy, and work collaboratively with various teams to enhance member experience. Ideal for detail-oriented individuals with strong communication skills and a passion for supporting a diverse community.

Qualifications

• Organized with an eye for details.
• Friendly and clear communication skills.
• Comfortable following processes and taking on new systems.

Responsibilities

• Manage queries from applicants and members via our Zendesk support desk.
• Ensure that the information in our CRM is kept clean and up-to-date.
• Work with the Member Experience and Finance teams.

Skills

Organized

Communication skills (in English)

Attention to detail

Data entry and maintenance

Tools

SugarCRM

Job description

Request for services: contract member support

Come and work with us as an independent Member Support Contractor. It’ll be fun!

Location: Remote and global

About the contractor role

Crossref receives over 200 new applications every month from organisations who produce scholarly and professional materials and content. We’re looking for an independent contractor able to work remotely in helping us to welcome new members from around the world.

There is no set schedule and the independent contractor would bill their hours monthly.

Scope of work

• Manage queries from applicants and members via our Zendesk support desk and potentially other channels.
• Follow the administrative process for new applicants, such as:
  • Check the details in application forms that come via our website.
  • Set them up in our Customer Relationship Management (CRM) System (CRM). We use SugarCRM.
  • Send them an invoice for the first year of membership, and once this is paid…
  • Set up and share their DOI prefix and account credentials.
• Ensure that the information in our CRM is kept clean and up-to-date.
• Work with the Member Experience and Finance teams.
• Working efficiently but also kindly and with empathy with our very diverse, global community.

About you

• Organized with an eye for details
• Happy with data entry and maintenance
• Comfortable following processes and taking on new systems
• Friendly and clear communication skills (in English)

About Crossref

We’re a nonprofit membership organization that exists to make scholarly communications better. We rally the community; tag and share metadata; run an open infrastructure; play with technology; and make tools and services—all to help put research in context.

We envision a rich and reusable open network of relationships connecting research organizations, people, things, and actions; a scholarly record that the global community can build on forever, for the benefit of society. We are working towards this vision of a ‘Research Nexus’ by demonstrating the value of richer and connected open metadata, incentivising people to meet best practices, while making it easier to do so. “We” means 20,000+ members from 160 countries, 160+ million records, and nearly 2 billion monthly metadata queries from thousands of tools across the research ecosystem. We want to be a sustainable source of complete, open, and global scholarly metadata and relationships.

How to respond

A statement of interest that includes:

• Examples of similar work (and/or your CV)