[Hiring] Sales Operations & Customer Support Specialist @Canadian Science Publishing

Role Description

CSP is seeking a Sales Operations & Customer Support Specialist to join our Strategy & Growth team for 7 months on a fixed term contract, reporting to the Director of Sales Operations with no direct reports. The position is available starting in November 2026. This role is to fill an existing position vacancy.

The Sales Operations & Customer Support Specialist provides comprehensive operational and customer support to institutional subscribers and authors, helping to ensure a seamless and positive experience with CSP products and services. Responsibilities include but are not limited to the following:

• Triages and/or resolves by personal follow-up all subscriptions, product and purchasing issues with clients, ensuring resolution and customer satisfaction.
• Deliver comprehensive author support, including assistance with manuscript submissions, author dashboards, permissions requests, and access to published content.
• Manage and maintain subscriber access to the publishing platform, ensuring accurate entitlements, troubleshooting access issues, and coordinating updates as needed.
• Reconcile payments for subscriber orders, ensuring accurate invoicing, payment tracking, and resolution of discrepancies in collaboration with finance and sales teams.
• Respond appropriately and efficiently to all product enquiries, nurturing client relationships, and identifying client’s needs. Directing general enquiries to the appropriate audience if not immediately resolved.
• Site administrator for subscription management tool (e.g., modify customer records as needed).
• Manages sales offers and content slices for access control, provides internal support for financial reporting (e.g., pay per view and access), and IT where required.
• May take direction from the other managers in the Business Group and support the highly collaborative and teamwork approach in the group.
• Supports the network of sales agents by providing usage reports, distributing sales materials, and setting up and monitoring trials.
• Other tasks or projects as required.

Qualifications

• Relevant education and/or equivalent professional experience in customer support, sales operations, publishing, or related field.
• Demonstrated experience working in a customer-focused or service-oriented environment, with a strong commitment to providing responsive and high-quality support.
• Proactive and solutions-oriented, with the ability to anticipate challenges, evaluate options, and independently resolve issues by leveraging available tools, systems, and resources.
• Experience supporting external partners such as vendors, agents, or resellers is considered an asset.
• Strong technical skills, including experience working with business software and tools such as spreadsheets, document management systems, and email platforms.
• Experience working with databases or customer relationship management (CRM) systems, including the ability to interpret and work with data to identify patterns and support decision-making.
• Excellent interpersonal and communication skills, with the ability to interact professionally and respectfully with diverse stakeholders and provide service with tact, discretion, and cultural awareness.
• Ability to work both independently and collaboratively, with sound judgment to determine when issues should be escalated.
• Ability to communicate in both French and English is considered an asset but is not required.

Benefits

• Fully remote work (within Canada) with a flexible work environment.
• Employer-sponsored health benefits and generous leave allowance.
• Wellness and office equipment subsidies.
• Ongoing learning and development opportunities.
• A small team where your work makes a real impact.