Contractor, Publications Support

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. CACTUS is hiring a publications coordinator to support academic researchers and scholarly publishing customers with their various publication and expert-driven needs. You will interface directly with multiple technical peers and will be the face of the company to our customers, building and maintaining effective, positive, and professional partnerships. You will be responsible for overseeing projects from start to finish through clear and timely communication and ensure on time delivery and customer satisfaction. Please note: This is a contractual role for a duration of 9 months.

Responsibilities

Develop an excellent partnership with customers and follow through on customer commitments with a strong sense of ownership and integrity. Efficiently manage service offerings/packs/projects to deliver superior customer experience. This includes but is limited to tracking progress, deciding appropriate next steps, and coordinating with customers and internal stakeholders effectively. Perform quality assurance checks on the project-specific workflows and additional tasks to ensure quality work and timely delivery Analyze, triage, and resolve customer concerns effectively by coordinating with the relevant teams (where needed) Contribute effective and well-written knowledge base articles for all round team improvement and upskilling. Qualifications and Prerequisites Bachelor’s/Master’s degree in any discipline with 2+ years of experience in client service and project management. Strong proficiency in Microsoft applications, especially Excel and Power Automate. Excellent written and verbal English communication skills, with the ability to communicate clearly, accurately, and collaboratively. Strong problem-solving skills with a commitment to delivering high-quality service in a team-oriented, high-performance, deadline-driven environment, including flexibility for rotational shifts. Experience with CRM tools (e.g., Freshdesk, Zendesk, Jira) and working with cross-functional teams; exposure to the STEM publishing industry is a plus. Proficiency in using AI tools and technologies to improve efficiency, automate tasks, derive insights, and quickly learn new tools and techniques. Application Process Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, there will be an assignment followied by an interview round. 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.