Customer Support Specialist
Modern Campus
CloudSQL
Enterprise Customer Support Specialist
Digital Science
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary point of contact for enterprise customers’ technical inquiries, providing timely, accurate, and empathetic support.
- Troubleshoot issues across ReadCube’s web and desktop platforms, escalating complex cases to technical or product teams as needed.
- Follow up with customers to confirm resolution and satisfaction.
- Partner with the Customer Engagement team to ensure a smooth transition from onboarding to steady-state support.
- Collaborate with the Delivery Manager on escalations tied to enterprise implementations or platform integrations.
- Work closely with Product and Engineering to report bugs, gather diagnostic data, and advocate for customer-driven improvements.
- Contribute to the development and ongoing maintenance of the ReadCube knowledge base, FAQs, and training materials.
- Communicate new product features and best practices to customers in collaboration with Engagement and Marketing.
- Gather, synthesize, and share customer feedback to influence roadmap priorities and support enhancements.
- Maintain accurate records in support platforms.
- Identify opportunities for workflow efficiency, automation, and scalable support practices.
- Participate in internal reviews and retrospectives to continuously improve the customer experience.
Requirements
- 3–5 years’ experience in Enterprise or B2B SaaS Customer Support or similar customer-facing role.
- Excellent written and verbal communication skills; able to explain complex concepts clearly.
- Proficiency with CRM and help desk systems (e.g., Front, Freshdesk, Zendesk).
- Analytical mindset with ability to replicate, diagnose, and document technical issues.
- A proactive, problem-solving attitude and a calm, empathetic demeanor under pressure.
- Familiarity with academic publishing or research technology a plus.
- Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.
Benefits
- We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.
- Living our Values
- At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward.
- We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas.
- An equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingdiagnostic data gatheringworkflow efficiencyautomationcustomer feedback synthesisB2B SaaS supportproblem-solving
Soft skills
communicationempathyanalytical mindsetproactive attitudecalm under pressure
