Customer Support Specialist

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Date: Jan 24, 2023

Location: London, GB

Company: Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.

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Customer Support Specialist

London, Kings Cross

Permanent, Hybrid Working

Closing date 14th Feb 2023



The Open Research Support team (part of Author Services within the Springer Nature Customer Service Centre) provides customer support across all our open access brands. Our customers are primarily authors, but also editors, reviewers, societies, institutions and funding bodies.
In the role of Customer Support Specialist, your focus will be on providing competent answers to open access publishing queries whilst ensuring outstanding customer service.


● Providing and maintaining excellent customer service level.
● Supporting the Global Open Research Support team and acting as an escalation point.
● Contributing to the improvement of the team by conducting monthly quality checks, revising
templates and workflows.
● Working closely with the team members and various business stakeholders to ensure that the
Global Open Research

● Support team operates in accordance with business needs and


Experience, skills and qualifications
● A high level of computer literacy.
● Strong organisational skills with ability to prioritise tasks and work under pressure.
● Proven ability to manage multiple tasks at a time while paying strict attention to detail.
● Ability to work cooperatively with colleagues at all levels of seniority.
● Excellent communication and influence skills.
● A positive and proactive approach to problem-solving.
● Customer focused.

● Previous customer support experience.
● Previous administrative/financial/accounting support experience.
● Previous publishing/open access publishing experience.

Springer Nature is a Disability Confident Committed Employer and we encourage applications from candidates with disabilities. If you consider yourself to have a disability or learning difficulty and wish to submit your application in an alternative format or would like to discuss reasonable adjustments during the application and interview process, please get in touch either by phone on +44 (0)207 014 4020 or by email so we can make any necessary arrangements. 


At Springer Nature we value and celebrate the diversity of our people. We recognise the many benefits of a diverse workforce and strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.