Manager - Customer Support

About Us

We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows. Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers, societies, organizers, and editorial teams to deliver a seamless, efficient, and transparent submission experience. With a deep understanding of academic publishing, we empower our clients to focus on what matters most: accelerating scholarly research.

https://career.molecularconnections.com/job-openings/

About the Role

Customer Support Manager

Key Responsibilities

• Manage day-to-day customer support operations, ensuring quick resolution and high satisfaction
• Develop and optimize support workflows, including ticketing, escalation, and reporting
• Recruit, onboard, and lead a growing support team as we scale
• Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability
• Build, maintain, and expand a searchable knowledge base and self-service help center
• Implement systems to track KPIs such as CSAT, response/resolution times, and ticket trends
• Advocate for customer needs while balancing internal priorities
• Handle complex or sensitive customer escalations with empathy and efficiency

Qualifications

• 35+ years in customer support, with at least 12 years in a managerial or team lead role
• Experience working in a SaaS or tech-enabled service environment; startup experience a plus
• Familiarity with support tools like Hubspot, Jira, Notion, or similar
• Clear, empathetic communicator, both written and verbal
• Strong organizational and problem-solving skills, with attention to detail
• A customer-first mindset with a deep appreciation for service excellence
• Bonus: Experience in the scholarly publishing industry or familiarity with journal submission platforms (e.g., Editorial Manager and ScholarOne)

Why Join Us

• Shape the future of scholarly communication at a mission-driven company
• Join a collaborative and intellectually curious team
• Work in a flexible, remote-friendly environment with competitive compensation
• Make a meaningful impact on the publishing process used by editors, researchers, and organizers globally