Open Research Support Specialist
Job Title: Open Research Support Specialist Location: New York (Hybrid working model) About Springer Nature Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and follow @SpringerNature About the Role The Open Research Support Specialist is a key member of the Publishing Support team, reporting to the Journal Support Manager. This role provides expert customer service to authors, editors, and internal stakeholders across the post-acceptance publishing journey, with a focus on Open Access workflows, financial support for Article Processing Changes and policy-driven processes. The Specialist collaborates with Editorial, Finance, Production, and Policy teams to resolve queries, improve workflows, and enhance the author experience. The role requires building a strong understanding of publishing operations, financial processes, and project management principles, with an emphasis on continuous improvement and cross-functional collaboration. Responsibilities Customer Service & Vendor Management 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
Workflow & Quality Management 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
Project Management & Process Improvement 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
Finance, Invoice & Copyright Support 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
Experience, Skills & Qualifications: Essential 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
Desirable 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
Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below: 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
US Annualized Base Salary Range: $42,000 - $46,000. The salary offer may vary based on work experience, education, skill level, and equity. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country. Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf poster. At Springer Nature, our mission is to be part of progress - and that begins with inclusion: of people, perspectives, and ideas. We believe that diverse perspectives drive progress, and we are committed to creating an environment where people and ideas can flourish. If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. Find out more about our DEI work here: https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers/ #LI-EG1
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