Digital Science

Compensation

Full Description

Enterprise Customer Support Specialist, ReadCube Department: Customer Employment Type: Full Time Location: USA, East Coast (Home based) Description About us We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us? Your new role At ReadCube, part of Digital Science, we’re redefining how research organizations manage and share scholarly literature. Our Enterprise Customer Support team plays a critical role in ensuring that every customer interaction reflects our commitment to exceptional service, deep product expertise, and meaningful engagement. As an Enterprise Customer Support Representative, you’ll be the trusted point of contact for enterprise clients — helping them navigate technical questions, optimize their use of ReadCube’s products, and resolve issues efficiently. You’ll work closely with the Customer Engagement and Delivery teams to ensure seamless onboarding, adoption, and long-term customer success. Please note - due to business need, we can only accept applications from candidates who reside in the US, where we have an established legal entity. If you apply from outside of this area, your application will not be considered. Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly. What you’ll be doing Customer Interaction & Support Serve as the primary point of contact for enterprise customers’ technical inquiries, providing timely, accurate, and empathetic support. Troubleshoot issues across ReadCube’s web and desktop platforms, escalating complex cases to technical or product teams as needed. Follow up with customers to confirm resolution and satisfaction. Cross-Functional Collaboration Partner with the Customer Engagement team to ensure a smooth transition from onboarding to steady-state support. Collaborate with the Delivery Manager on escalations tied to enterprise implementations or platform integrations. Work closely with Product and Engineering to report bugs, gather diagnostic data, and advocate for customer-driven improvements. Customer Enablement & Communication Contribute to the development and ongoing maintenance of the ReadCube knowledge base, FAQs, and training materials. Communicate new product features and best practices to customers in collaboration with Engagement and Marketing. Gather, synthesize, and share customer feedback to influence roadmap priorities and support enhancements. Operational Excellence Maintain accurate records in support platforms. Identify opportunities for workflow efficiency, automation, and scalable support practices. Participate in internal reviews and retrospectives to continuously improve the customer experience. What you’ll bring to the role 3–5 years’ experience in Enterprise or B2B SaaS Customer Support or similar customer-facing role. Excellent written and verbal communication skills; able to explain complex concepts clearly. Proficiency with CRM and help desk systems (e.g., Front, Freshdesk, Zendesk). Analytical mindset with ability to replicate, diagnose, and document technical issues. A proactive, problem-solving attitude and a calm, empathetic demeanor under pressure. Familiarity with academic publishing or research technology a plus. Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application. Living our Values We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective. The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are: We are brave in the pursuit of better We are collaborative and inclusive We are always open-minded We are from and for the community At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research. We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively. As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.