JAMS Customer Success Specialist

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A pioneer in scholarly open access publishing, MDPI has supported academic communities since 1996. Our mission is to foster open scientific exchange in all forms across all disciplines. We operate more than 400 diverse, peer-reviewed, open access journals supported by over 35,500 academic editors. We serve scholars worldwide to ensure the latest research is openly and broadly available.

We are seeking a Customer Service Specialist to join our IT department in MDPI Manchester office. The main objective of the CSS is to provide a frictionless, enjoyable user experience on the JAMS platform. Additionally, the CSS helps convert leads into actual users, bolstering production adoption and strengthening backend operations by making them more efficient.

JAMS simplifies academic publishing by integrating all key journal management tasks into a single, intuitive platform. Authors submit manuscripts directly, ensuring complete and accurate submissions. Editors manage workflows from a centralized dashboard, assign reviewers, and make decisions with full visibility, supported by automated notifications.

Location: Manchester. This is a full-time in-office role. The office is located next to Piccadilly Gardens.

• Manage support requests from JAMS users, providing first‑level support and escalating bugs or complex issues to the technical team.
• Assist JAMS customers with system configuration and answer queries on how to best use the JAMS application.
• Write knowledge‑based articles, release notes and other product documentation to help users understand JAMS and navigate changes.
• Liaise with the Engineering team by filing Jira tickets for bugs or simple changes and assisting the QA team in testing and validating new features.

• Handle lead queries about the product, pricing, and demo requests.
• Arrange product demonstrations for prospects.
• Maintain lead contact data in the CRM system (Hub Spot).
• Prepare quarterly invoices for JAMS customers and forward them to the Billing team.
• Onboard new users through targeted emails and in‑app notifications.
• Track files and issues related to production services for JAMS customers.

• Bachelor's degree in any subject.
• Editorial experience (desired).
• Experience in publishing (desired).
• Knowledge of Microsoft Office 365.
• Flexibility and ability to multitask.

If you wish to apply, please use the link below. We thank you for your interest in MDPI!