Journal Support Specialist

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 Journal 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 publishing journey, with a focus on Open Access workflows 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 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 (e.g., Straive) to ensure consistent service delivery.
• Communicate updates and policy changes to SNCS and vendor teams.
• Monitor query volumes and types; generate reports and insights.
• Provide training materials and feedback to vendor team leaders.

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.
• Apply Lean Six Sigma principles to streamline processes and enhance efficiency.
• Collaborate with internal stakeholders to adapt projects to evolving business needs.
• Prepare data and background materials to support proposed changes.

Finance & Invoice Support

• Draft and review contracts to meet customer and business requirements.
• Manage invoice creation, cancellation, and edits in SAP.
• Ensure compliance with financial policies and resolve payment-related queries.
• Generate reports and follow up on outstanding invoices.

Experience, Skills & Qualifications:

Essential

• Strong organizational and time management skills.
• Detail-oriented with a high level of accuracy.
• Proficient in Freshdesk, SAP, OASiS, Microsoft Office, and project management tools.
• 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.
• Project management experience and ability to lead cross-functional initiatives.

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