Cactus Communications, operating under the brand Cactusglobal, is a technology‑driven research 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 delivers AI‑enabled solutions that help researchers secure funding, publish, and communicate their work. Its flagship platform Editage offers a suite of services ranging from manuscript editing to AI‑powered tools such as Mind the Graph, Paperpal and R Discovery. Recognised for its employee‑first policies, Cactus has consistently featured in "best places to work" lists and is known for fostering a collaborative, remote‑first culture. The Contractor, Customer Service role is a 9‑month contractual position that sits at the heart of the customer experience function. Working remotely with occasional visits to the Mumbai office, the incumbent will handle inbound emails and calls, resolve tickets on the Editage website and EOS platform, and act as the voice of the customer across internal teams. The role demands a service‑oriented mindset, strong communication skills, and the ability to thrive under pressure while maintaining a positive attitude. Key Responsibilities: 1. Understand implicit and explicit customer needs and recommend the most suitable pricing, service, or delivery options in the first interaction. 2. Respond to inbound support tickets promptly, providing clear and useful information to reduce friction. 3. Meet or exceed SLA targets by delivering accurate and timely resolutions. 4. Anticipate potential customer issues and proactively offer solutions. 5. Troubleshoot and resolve client complaints and general account inquiries in a single interaction, turning customers into promoters. 6. Serve as the customer advocate, collaborating with cross‑functional teams to improve product and service offerings. 7. Handle all ticket and call queries related to the Editage website and EOS platform, escalating complex cases when necessary. 8. Document interactions and update knowledge bases to ensure consistency across the support team. 9. Participate in regular team huddles and share insights that can drive process improvements. 10. Maintain a professional demeanor and punctuality, adhering to the 9‑hour shift schedule on a rotational basis. Tech Stack & Tools: MS Teams for collaboration, Zendesk or similar ticketing system, Gmail/Outlook for email, CRM platforms, basic knowledge of web navigation, and familiarity with AI‑driven research tools. Growth Path: High‑performing contractors can be considered for full‑time Customer Success Manager roles, Team Lead positions, or specialized roles within product support and client onboarding. The exposure to global research clientele also opens pathways into account management and business development. Why Join Cactusglobal? The company offers a truly remote‑first environment, enabling flexibility while still providing access to a vibrant global community. Employees benefit from continuous learning opportunities, exposure to cutting‑edge AI products, and a culture that values ownership, documentation, and cross‑time‑zone collaboration. For fresh graduates eager to start a career in customer experience, this contract provides a solid foundation and a chance to work with industry‑leading research solutions.