Journal Support Manager

Journal Support Manager

The Journal Support Manager plays a key leadership role within the Publishing Support team, part of the Springer Nature Customer Services Department. This role is responsible for managing a team that provides high-quality support to authors, editors, reviewers, and internal stakeholders. Support is delivered through multiple channels, including Freshdesk and live chat.

The manager will oversee team performance, drive continuous improvement, and collaborate closely with global colleagues and vendor partners to enhance the author experience and streamline publishing workflows.

Team Leadership & Performance:

• Line-manage in-house agents, conducting regular 1:1s and team meetings.
• Monitor team performance and serve as the first point of escalation.
• Foster professional development and ensure team members have the tools and training needed for success.

Operational Excellence:

• Analyze ticket volumes and trends to support resource planning and identify improvement opportunities.
• Lead initiatives to enhance tools, processes, and documentation.
• Ensure delivery of high-quality support aligned with departmental KPIs and SLAs.

Collaboration & Stakeholder Engagement:

• Partner with Editorial, Collections, Production, Customer Services, and Development teams.
• Maintain regular communication with vendor teams (e.g., Straive) to align on workflows and updates.
• Contribute to vendor team development and global expansion strategies.

Reporting & Continuous Improvement:

• Provide regular updates to management and stakeholders.
• Develop quarterly reports with insights on SLAs, CSAT, and operational trends.
• Lead data-driven improvement projects to enhance user experience.

Experience, Skills & Qualifications:

Essential:

• Proven experience in customer service and team management.
• Strong communication and organizational skills.
• Ability to manage multiple priorities under pressure.
• Proficiency in MS Office, Outlook, and CRM tools.
• Experience working in global and cross-functional environments.

Desirable:

• Background in publishing or academic support.
• Project management experience.
• Experience collaborating with vendor teams.
• Strong analytical mindset and continuous improvement orientation.

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

• Medical, Dental and Vision
• 401(k) with company match and contribution
• Hybrid office working policy, Summer Hours, and paid time off
• Flexible Spending and Commuter programs
• Multiple Life insurance options
• Disability coverage
• Tuition Assistance
• Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
• Employee Assistance Program
• Family friendly benefits and a variety of employee discounts
• An array of Employee Social Networks

US Annualized Base Salary Range: $75,000 - $90,000. 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.

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