Associate Customer Service Manager

Job description

CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events.

We are looking for a proactive and customer-focused professional to support our Japanese clients across pre-sales and post-sales interactions. The role requires timely, accurate, and professional handling of client queries in a dynamic environment where processes and business requirements may evolve frequently.

Please Note: The team operates between 6:00 AM and 8:30 PM IST, and the selected candidate will work in rotational shifts within this operating window. The role also involves rotational weekend working, with weekly offs provided as per the roster. Shift timings and weekly offs may change based on business and operational requirements.

Job responsibilities

Handle and respond to Japanese client queries related to pre-sales and post-sales services.

Understand client requirements and provide accurate, clear, and timely responses.

Coordinate with internal and global teams to resolve client queries and ensure a smooth customer experience.

Follow established processes, service standards, and turnaround-time requirements.

Maintain complete and accurate records of client interactions and required follow-up actions.

Escalate complex or sensitive queries to the appropriate stakeholders in a timely manner.

Quickly learn and adapt to new services, tools, workflows, and process changes.

Take ownership of assigned tasks and ensure they are completed with a high degree of accuracy.

Contribute positively to team goals and support colleagues whenever required.

Qualifications and prerequisites

2–3 years of overall work experience, preferably in Customer Service or Operations, with pre-sales or post-sales client interaction experience being an advantage.

A customer-first mindset with strong communication, interpersonal, and intercultural skills to engage clients and collaborate with global teams.

Strong attention to detail, problem-solving, prioritisation, and time-management skills, with a commitment to accuracy.

Ability to learn quickly, adapt to new processes, and thrive in a fast-paced, high-pressure environment while maintaining a professional, positive, and solution-oriented approach.

A collaborative, proactive attitude with a willingness to take on new challenges and responsibilities.

Application process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, the process starts with a take-home assignment, followed by 3 rounds of interview.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.

Documenting work that brings everyone on the same page.

Maturity to choose between synchronous and asynchronous collaboration.

Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About Us

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.