Job Overview
CACTUS has released the Customer Care Advisor job notification for 2026. This is a remote, contractual opportunity for a duration of one year, focused on customer support operations within academic and scholarly publishing platforms. The role involves supporting customers using the ScholarOne platform and acting as the primary point of contact for issue resolution and guidance.
The position operates on afternoon and night shifts, tentatively scheduled between 1:30 PM to 10:30 PM IST and 4:30 PM to 1:30 AM IST. Selected candidates will provide Tier 1 technical and customer support, ensuring issues are accurately documented, replicated, and resolved or escalated efficiently. The role also emphasizes ethical and effective use of AI tools in customer interactions.
This opportunity is suitable for professionals with strong communication skills, prior technical or customer support experience, and an interest in academic, scientific, or scholarly publishing environments.
Organization Details
CACTUS, established in 2002, is a global technology company specializing in expert services and AI-driven products that support the research and publishing lifecycle. The company helps researchers and institutions improve how research is funded, published, communicated, and discovered.
CACTUS operates globally with offices in major cities including Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai. Its flagship brand, Editage, along with AI products such as Paperpal, Mind the Graph, and R Discovery, has positioned CACTUS as a pioneer in academic publishing support and workplace best practices.
As a remote-first organization, CACTUS emphasizes ownership, accountability, documentation, and effective collaboration across time zones.
Eligibility Criteria
Candidates applying for the Customer Care Advisor role must meet the specified professional and educational requirements. Applicants should have excellent written and verbal English communication skills and the ability to communicate clearly, factually, and professionally with external customers.
A Bachelor’s degree is required, preferably in Computer Science, Information Science, or a related field. Candidates with lower academic qualifications may be considered if they possess equivalent and relevant professional experience.
Applicants should have prior experience in technical support or customer support roles within a software company. Experience with ScholarOne, Salesforce, or working in the STEM or academic publishing industry is considered an added advantage.
Candidates must demonstrate strong problem-solving skills, the ability to quickly learn new tools, and the capacity to collaborate effectively within an international, high-performance team environment.
Age Limit
CACTUS has not specified any age limit for the Customer Care Advisor position. Candidates are advised to apply based on their qualifications and relevant experience.
Selection Process
The selection process typically involves an initial screening conducted by a recruiter, followed by one interview round. Candidates must ensure they meet all role requirements and have legal authorization to work in the country where the role is advertised.
CACTUS reserves the right to modify the selection process based on business and operational needs.
Salary
The salary or contract remuneration details for this role have not been disclosed. Compensation will be offered in line with contractual terms and industry standards for remote customer support roles.
Important Dates
The job posting date has not been specified. The contract duration for this role is one year. Candidates are encouraged to apply at the earliest.
Application Fee
There is no application fee mentioned for this position. Candidates should not make any payments to apply for the role.
