Sales Operations & Customer Support Specialist

Job summary

The specialist provides operational and customer support for institutional subscribers and authors, including managing platform access and payment reconciliation. They also assist with sales activities, reporting, and the administration of subscription systems and sales tools.

Job details

Sales Operations & Customer Support Specialist Contract Full-Time (7 months) | Remote (Canada) Meet Canadian Science Publishing (CSP): As Canada’s largest independent, not-for-profit publisher of scientific journals, we are dedicated to mobilizing research that drives discovery and innovation. With roots dating back to 1929, CSP publishes 26 international journals across the natural and physical sciences and engineering. We champion open science, equity, diversity, and sustainability. Through strong partnerships and a commitment to excellence, we empower the scientific community to share knowledge that shapes a better future. We’re proud of our remote-first workplace, which provides employees with sought-after perks like flexible work schedules, generous paid time off, employer-sponsored health and wellness benefits, pension plan, and much more – in addition to working with a team of bright, highly engaged people who are deeply committed to CSP’s mission and values, and to each other. What you’ll do: 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. This role supports subscription and product inquiries, platform access and entitlements, payment reconciliation, author support, and the administration of subscription systems and sales tools. The Specialist also assists with reporting, supports sales activities such as trials and materials preparation, and contributes to team initiatives and special projects as needed. 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. What you'll bring: * 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. Why join us? Looking for a career where you can make an impact? At CSP, we are a mission-driven organization where every team member plays a vital role in shaping the future of scientific publishing. Our team fosters collaboration, provides training and resources, and supports programs that recognize contributions to the research community. When you join CSP, you’ll enjoy: * 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 CSP’s commitment to diversity, equity and inclusion is embedded in our work, teams, and interactions with all people. We recognize that varied perspectives and backgrounds generate richer ideas and solutions. For these reasons, CSP is an equal opportunity employer. The anticipated salary range for this position is CAD $60,000 – $70,000, but the actual starting salary will be determined based on the successful candidate’s skills and abilities. Please submit your resume to people@cdnsciencepub.com [people@cdnsciencepub.com] if you require accommodation throughout any part of the recruitment process and we will work with you to meet your needs. Please apply by October 21, 2026. Use of Artificial Intelligence in Recruitment Canadian Science Publishing uses artificial intelligence (AI) as one of the tools in our recruitment process to assist with reviewing and assessing applications. AI-generated information, including Profile Relevancy scores, may be used to help prioritize applications for review. Profile Relevancy scores are one factor considered during the recruitment process and do not determine whether a candidate is qualified, selected for screening, or advanced in the recruitment process. Every hiring decision is made by a member of the CSP team based on the qualifications, experience, and overall suitability of candidates for the position.

What you’ll do

The specialist provides operational and customer support for institutional subscribers and authors, including managing platform access and payment reconciliation. They also assist with sales activities, reporting, and the administration of subscription systems and sales tools.

Requirements

Candidates should have relevant education or professional experience in customer support, sales operations, or publishing. Strong technical skills in business software, CRM systems, and the ability to work independently or collaboratively are required.

Benefits

• Flexible work schedules
• Paid time off
• Health and wellness benefits
• Pension plan
• Wellness subsidies
• Office equipment subsidies
• Learning and development opportunities

Listed skills

• Time management · Preferred
• Customer support · Preferred
• Problem solving · Preferred
• Collaboration · Preferred
• interpersonal skills · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Reporting · Preferred
• CRM Systems · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer support
• Sales operations
• Data analysis
• CRM systems
• Payment reconciliation
• Subscription management
• Technical troubleshooting
• Communication
• Interpersonal skills
• Database management
• Reporting
• Problem solving
• Time management
• Collaboration
• Office Equipment
• Tactfulness
• Email Service Providers
• Physical Science
• Professionalism
• Time Off Management
• Solution-Oriented
• Bilingual (French/English)
• Research
• Access Controls
• Artificial Intelligence
• Customer Support
• Reconciliation
• Customer Relationship Management
• Business Software
• Dashboard
• Management
• Spreadsheets
• Decision Making
• Customer Service
• Document Management Systems
• Finance
• Sales
• Financial Statements
• Innovation
• Invoicing
• Journals
• Purchasing
• Sales Operations
• Scientific Literature
• Troubleshooting (Problem Solving)
• Coordinating
• Teamwork

Job areas

• Customer Service & Support
• Sales
• Administrative
• Science & Research
• Data & Analytics
• Sales and Customer Support Specialist
• Sales Support Specialist
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel