Journal Support Specialist

Job Title : Journal Support Specialist

Location : New York (Hybrid working model)

About Springer Nature

Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and follow @SpringerNature

About the Role

The Journal Support Specialist is a key member of the Publishing Support team, reporting to the Journal Support Manager. This role provides expert customer service to authors, editors, and internal stakeholders across the publishing journey, with a focus on Open Access workflows and policy-driven processes.

The specialist collaborates with Editorial, Finance, Production, and Policy teams to resolve queries, improve workflows, and enhance the author experience. The role requires a strong understanding of publishing operations, financial processes, and project management principles, with an emphasis on continuous improvement and cross-functional collaboration.

Responsibilities

Customer Service & Vendor Management

• Respond promptly and professionally to author queries via Freshdesk and chat.
• Liaise with vendor teams (e.g., Straive) to ensure consistent service delivery.
• Communicate updates and policy changes to SNCS and vendor teams.
• Monitor query volumes and types; generate reports and insights.
• Provide training materials and feedback to vendor team leaders.

Workflow & Quality Management

Project Management & Process Improvement

Finance & Invoice Support

Experience, Skills & Qualifications :

Essential

Desirable

Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below :

US Annualized Base Salary Range : $42,000 - $50,000. The salary offer may vary based on work experience, education, skill level, and equity. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country.

Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following poster.

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture, and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here :

If you have any access needs related to disability, neurodivergence, or a chronic condition, please contact us so we can make all necessary accommodations.

For more information about career opportunities in Springer Nature please visit

#LI-EG1