Cactus Communications
Website:
cactusglobal.com
Job details:
Overview
CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events.
This role goes beyond handling client concerns—it focuses on shaping customer experience and improving how Publication Support Services are delivered at scale.
You will work on high-impact client situations, identify patterns across services, and drive improvements that influence quality, efficiency, and client trust.
If you enjoy solving complex problems, working across teams, and turning feedback into meaningful change, this role offers the opportunity to make a visible impact on both client experience and business outcomes.
Impact of the Role
- Improve client trust and retention through effective resolution and communication
- Influence service quality across multiple PSS offerings
- Drive measurable improvements in completion rates, acceptance rates, and customer satisfaction
Responsibilities
- Own and resolve complex, high-impact client situations end-to-end
- Understand client intent and underlying concerns, and drive outcomes accordingly
- Handle sensitive escalations involving quality disputes, ethical constraints, and expert disagreements
- Communicate with clarity, confidence, and empathy across clients and internal stakeholders
- Analyze concerns across services to identify root causes and systemic gaps
- Drive corrective and preventive actions to improve processes and avoid recurrence
- Collaborate with cross-functional teams and influence stakeholders to ensure accountability and closure
- Generate insights from client feedback (VoC) to improve service quality and client experience
- Enhance resolution quality, turnaround time, and overall operational efficiency
What Success Looks Like
- Complex client issues are resolved with strong ownership and minimal escalations
- Client dissatisfaction is converted into trust and long-term engagement
- Recurring issues are reduced through systemic improvements
- Stakeholders rely on your judgment in ambiguous situations
- Measurable improvements in CX metrics (CSAT, completion rate, repeat concerns)
Qualifications And Prerequisites
- Bachelor’s degree or above
- 1-3years experience in client-facing, quality, or CX roles preferred
- Experience working across teams and managing multiple priorities
- Strong structured thinking and problem-solving
- Excellent written and verbal communication
- Ability to make decisions under ambiguity
- Stakeholder management and influencing skills
- Strong prioritization in a fast-paced, deadline-driven environment
Application Process
Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, there will be a recruiter screening round, followed by an assignment, a technical interview and an HR interview.
Equal Opportunity
Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.
Accelerating from Anywhere
As a remote-first organization, these are essential attributes we look for in all our candidates.
- Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
- Documenting work that brings everyone on the same page.
- Maturity to choose between synchronous and asynchronous collaboration.
- Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.
About CACTUS
Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.
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