Contractor, Customer Service

Cactus Communications, operating under the brand Cactusglobal, is a technology‑driven services company founded in 2002. With more than 3,000 experts spread across offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo and Mumbai, the firm helps researchers get funded, publish, and communicate their work through AI‑enabled products such as Editage, Mind the Graph, Paperpal and R Discovery. The company’s culture is built around a remote‑first mindset, encouraging employees to work from anywhere while still fostering collaboration through tools like MS Teams.

Recognised repeatedly as a great place to work, Cactusglobal invests heavily in employee growth, offering continuous learning, mentorship, and clear career ladders.

The Contractor, Customer Service role is a 9‑month contract position focused on handling high‑volume, non‑voice customer interactions via email. As a remote‑first employee, you will support a global clientele, taking end‑to‑end ownership of queries, investigating issues, and coordinating with internal teams to ensure swift resolution. The role demands strict adherence to Service Level Agreements (SLAs) and Turn‑Around Times (TATs), with an emphasis on quality, productivity and customer satisfaction.

You will work in shifts, including weekends, to align with the global support windows.

Key responsibilities include

• Respond to large volumes of customer emails with accurate, timely information.
• Own each ticket from receipt to closure, ensuring all steps are documented.
• Investigate issues, follow SOPs, and propose appropriate solutions.
• Liaise with product, technical and operations teams for complex cases.
• Follow up on pending tickets and drive them to closure within defined TATs.
• Escalate unresolved or high‑impact issues as per escalation matrix.
• Maintain detailed records of interactions and resolutions in the CRM system.
• Meet or exceed SLA, quality, and productivity targets.
• Identify recurring problems and suggest process improvements.
• Participate in shift rotations, including Saturdays and Sundays, as required.

Tech stack: The role primarily uses email platforms, ticketing tools (such as Zendesk or Freshdesk), MS Teams for internal collaboration, and basic office productivity suites (Google Workspace, MS Office). No coding is required, but familiarity with CRM dashboards and data entry is beneficial.

Growth path: Although a contract position, high performers can be considered for permanent roles in Customer Success, Operations Management, or even specialized product support. The exposure to global customers and cross‑functional teams equips candidates with transferable skills for future roles in BPO, SaaS support, or client relationship management.

Why join Cactusglobal? You will work for a market‑leading research‑services firm that values flexibility, continuous learning, and employee well‑being. The remote‑first model offers work‑life balance, while the company’s strong brand and AI‑driven product suite provide a modern, tech‑savvy environment.

The contract also offers a clear stipend and the chance to build a solid foundation in customer service for a globally recognized organization.