Job Purpose
The Society Support team plays a critical role in delivering exceptional customer service to societies and their members. Supporting over 300 unique arrangements, this position ensures smooth operational processes by collaborating closely with editorial teams and internal stakeholders. Responsibilities include managing invoicing, renewals, address updates, and enabling accurate online access, all while maintaining high service standards and operational efficiency.
Key Accountabilities
- End-to-End Process Management: Handle order processing, access control, and invoicing within defined SLAs, ensuring accuracy and timeliness.
- System & Data Management: Utilize Salesforce, fulfillment systems, and related tools to capture, update, and maintain account and contract details.
- Customer Engagement: Build strong relationships with society partners and editorial teams, providing tailored support and proactive solutions.
- Query Resolution: Manage tickets and customer queries through Halo, ensuring prompt resolution and high satisfaction levels.
- Workload Prioritization: Independently manage multiple tasks and deadlines in a dynamic environment.
- Problem Solving: Apply critical thinking to research issues and deliver efficient resolutions.
- Reporting: Prepare and submit daily productivity reports for transparency and operational tracking.
- Cross-Functional Support: Assist other operational verticals during lean periods to ensure business continuity.
Skills & Competencies
- Strong customer service orientation with proven analytical and problem-solving skills.
- Excellent written and verbal communication abilities.
- Proficiency in Microsoft Office 365 suite and related administrative tools.
- Ability to work under pressure and meet deadlines in a fast-paced environment.
- Detail-oriented with strong organizational skills.
Qualifications & Experience
- Graduate degree or higher.
- 2–4 years of experience in customer service, operations, or account management roles.
- Familiarity with CRM tools (e.g., Salesforce) and ticketing systems (e.g., Halo) preferred.
Diversity, Equity, and Inclusion
At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong. As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge — supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.Learn about Sage | About our companies | Open editor positions
Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.
