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About talentedge
talentedge is a trailblazing, remote‑first organization that empowers researchers, scientists, and innovators worldwide. With a mission to democratize access to scientific knowledge, we blend cutting‑edge AI solutions with expert human support to streamline the publication, communication, and discovery of research. Our global footprint spans major research hubs, yet our culture remains rooted in flexibility, collaboration, and a relentless focus on customer delight. If you’re ready to join a team that values autonomy, creativity, and impact, talentedge is the place for you.
Why This Role Matters
As the world’s leading partner for academic publishing solutions, talentedge relies on exceptional customer service to maintain trust and satisfaction across a diverse, global client base. The Associate Customer Service Manager will be the linchpin that transforms routine inquiries into meaningful relationships, ensuring every researcher feels heard, supported, and empowered to achieve their goals. In this role, you’ll not only resolve issues—you’ll shape the customer journey, influence product adoption, and help us stay ahead of industry trends.
Key Responsibilities
- Customer Advocacy: Own the end‑to‑end customer experience, from first contact to resolution, ensuring every interaction reflects talentedge’s commitment to excellence.
- Multi‑Channel Support: Respond promptly to inbound requests via email, live chat, and CRM, maintaining a high level of professionalism and empathy.
- Issue Resolution: Diagnose and resolve complex support tickets, escalating when necessary, while keeping customers informed throughout the process.
- Proactive Engagement: Anticipate customer needs, identify potential pain points, and recommend tailored solutions that encourage renewals, upsells, and brand advocacy.
- Cross‑Functional Collaboration: Partner with product, engineering, sales, and marketing teams to relay customer insights, drive feature enhancements, and align on strategic initiatives.
- Performance Metrics: Meet or exceed SLA targets, track key performance indicators, and provide actionable reports to leadership.
- Continuous Improvement: Contribute to knowledge base updates, FAQ creation, and process optimization to reduce friction and improve first‑contact resolution rates.
- Team Leadership: Mentor junior agents, share best practices, and foster a culture of learning and accountability within the support squad.
Essential Qualifications
- 0–2 years of customer service experience, preferably in a SaaS or academic publishing environment.
- Fluent in English (written and spoken); additional languages are a plus.
- Strong analytical mindset with the ability to troubleshoot technical and procedural issues efficiently.
- Excellent interpersonal skills, capable of building rapport with clients from diverse cultural backgrounds.
- Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and collaboration tools (Slack, Teams).
- Demonstrated ability to manage multiple priorities in a fast‑paced, remote setting.
- Service‑oriented attitude: a genuine passion for helping others and turning challenges into opportunities.
Preferred Qualifications
- Experience in the academic publishing or research technology sector.
- Knowledge of AI‑driven research tools and platforms.
- Previous leadership or mentorship experience within a customer support team.
- Familiarity with data analytics tools (e.g., Tableau, Power BI) for reporting and insights.
Skills & Competencies
- Communication: Clear, concise, and empathetic communication across all channels.
- Problem‑Solving: Creative and methodical approach to diagnosing and resolving issues.
- Adaptability: Thrives in a dynamic environment, adjusting to evolving priorities and technologies.
- Collaboration: Works seamlessly with cross‑functional teams, fostering open dialogue and shared ownership.
- Time Management: Efficiently balances high‑volume ticket queues while maintaining quality.
- Customer‑Centric Mindset: Places the customer at the heart of every decision and action.
Career Growth & Learning Opportunities
talentedge is committed to nurturing talent and providing clear pathways for advancement. As an Associate Customer Service Manager, you’ll have the chance to:
- Progress to Senior Manager or Director of Customer Experience, leading global support initiatives.
- Participate in cross‑departmental projects that influence product development and market strategy.
- Access continuous learning resources, including AI workshops, industry conferences, and leadership training.
- Earn certifications in customer success, project management, or data analytics through our partnership with leading educational platforms.
- Take ownership of high‑impact initiatives that shape talentedge’s future and the broader research ecosystem.
Work Environment & Culture
talentedge thrives on a culture of trust, autonomy, and innovation. Our remote‑first model means you can work from anywhere, supported by:
- Flexible scheduling: 9‑hour shifts between 5:00 AM and 8:00 PM, with the option to choose your preferred hours.
- Inclusive community: Regular virtual meet‑ups, cultural exchange sessions, and a global network of peers.
- Health & Wellness: Comprehensive health insurance, mental health resources, and a wellness stipend.
- Technology stipend: Equipment and high‑speed internet allowance to ensure a productive home office.
- Annual virtual retreats and occasional in‑person gatherings at our Mumbai hub for team building and collaboration.
Compensation & Benefits
While the exact salary will be competitive and commensurate with experience, talentedge offers a robust benefits package that includes:
- Base salary + performance‑based bonuses.
- Health, dental, and vision coverage.
- Retirement savings plan with company match.
- Paid time off, sick leave, and parental leave.
- Professional development budget and tuition reimbursement.
- Employee stock purchase plan and equity options for eligible roles.
- Annual wellness stipend and access to virtual fitness classes.
How to Apply
Ready to elevate customer experiences and shape the future of research? Submit your application today and join a team that values curiosity, collaboration, and impact. If you’re passionate about helping researchers succeed and thrive in a remote‑first environment, talentedge wants to hear from you.
We Encourage All Qualified Candidates to Apply
Even if you don’t meet every single requirement, we value a growth mindset, a willingness to learn, and a positive attitude. Your enthusiasm and potential are just as important as your experience. Apply now and start your journey with talentedge!
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