Springer Nature · 2 months ago
Open Research Support Specialist
New York
Full-time
Hybrid
New Grad, Entry Level
$42K/yr - $46K/yrSpringer Nature is one of the leading publishers of research in the world. The Open Research Support Specialist is a key member of the Publishing Support team, providing expert customer service to authors and stakeholders across the post-acceptance publishing journey, focusing on Open Access workflows and financial support.
EducationPublishing
Responsibilities
Respond promptly and professionally to author queries via Freshdesk and chat
Liaise with vendor teams to ensure consistent service delivery
Provide training materials and feedback to vendor teams
Maintain and improve documentation, workflows, and canned responses
Review ticket handling for quality assurance and recommend improvements
Analyze satisfaction survey feedback to identify pain points and opportunities for automation or self-service
Lead or contribute to continuous improvement initiatives aligned with departmental strategy
Collaborate with internal stakeholders to provide author's voice in wider business projects
Prepare data and background materials to support proposed changes
Draft and review contracts to meet customer and business requirements
Manage APC invoice creation, cancellation, and edits in SAP
Ensure compliance with financial policies and resolve payment-related queries
Qualification
Required
Experience with providing high-quality customer service
Strong organizational and time management skills
Detail-oriented with a high level of accuracy
Proficient in Freshdesk, SAP, Microsoft Office, and project management tools
Confidence working with a global team and communicating across time zones
Excellent written and verbal communication skills
Ability to handle confidential information with discretion
Initiative-driven with problem-solving capabilities
Comfortable working in agile, fast-paced environments
Preferred
Understanding of publishing workflows and Open Access policies
Experience with contract drafting and financial processes
Familiarity with Lean Six Sigma methodologies
Strong networking and research skills
Empathetic and collaborative approach when working with vendor teams
Benefits
Medical, Dental and Vision
401(k) with company match and contribution
Hybrid office working policy, Summer Hours, and paid time off
Flexible Spending and Commuter programs
Multiple Life insurance options
Disability coverage
Tuition Assistance
Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
Employee Assistance Program
Family friendly benefits and a variety of employee discounts
An array of Employee Social Networks
Company
Springer Nature
Be Part of Progress - together we bring greater understanding to the world Springer Nature is one of the leading publishers of research in the world.
Founded in 2015
5001-10000 employees
H1B Sponsorship
Springer Nature has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2021 (2)
Funding
Current Stage
Late StageLeadership Team
Stephen Cornelius
Head of Product
Recent News
2023-01-27
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