Apply on Employer Site

Springer Nature · 2 months ago

Journal Support Specialist

New York

Full-time

Hybrid

New Grad, Entry Level

$42K/yr - $50K/yr

Springer Nature is one of the leading publishers of research in the world. The Journal Support Specialist plays a crucial role in providing expert customer service to authors, editors, and internal stakeholders throughout the publishing journey, focusing on Open Access workflows and policy-driven processes.

EducationPublishing

Culture & Values

H1B Sponsor Likely

Responsibilities

Respond promptly and professionally to author queries via Freshdesk and chat

Liaise with vendor teams (e.g., Straive) to ensure consistent service delivery

Communicate updates and policy changes to SNCS and vendor teams

Monitor query volumes and types; generate reports and insights

Provide training materials and feedback to vendor team leaders

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

Apply Lean Six Sigma principles to streamline processes and enhance efficiency

Collaborate with internal stakeholders to adapt projects to evolving business needs

Prepare data and background materials to support proposed changes

Draft and review contracts to meet customer and business requirements

Manage invoice creation, cancellation, and edits in SAP

Ensure compliance with financial policies and resolve payment-related queries

Generate reports and follow up on outstanding invoices

Qualification

Publishing operationsFinancial processesProject managementFreshdeskSAPLean Six SigmaOrganizational skillsCommunication skillsProblem-solvingDetail-orientedCollaboration

Required

Strong organizational and time management skills

Detail-oriented with a high level of accuracy

Proficient in Freshdesk, SAP, OASiS, Microsoft Office, and project management tools

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

Project management experience and ability to lead cross-functional initiatives

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

Glassdoor4.0

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

Berlin, Berlin, DEU

5001-10000 employees

https://group.springernature.com/

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)