Technology and expert services leader Cactus Communications (CACTUS) has announced an off-campus hiring drive for the position of Customer Service Contractor. Operating as a remote-first organization, CACTUS is looking for customer-centric individuals across India to join its global workforce under its flagship academic solutions brand, Editage.
This full-time opportunity provides an excellent remote workspace for professionals who thrive in structural customer engagement and want to work with an established global brand that has been consistently recognized as a great place to work.
Job Drive Overview
Attribute
Details
Hiring Organization
Cactus Communications (CACTUS)
Flagship Brand
Editage
Role Title
Contractor, Customer Service
Job Location
Remote (Work from Anywhere – India)
Shift Requirement
9-Hour Day Shift
Work Schedule
Any 5 days of the week (includes Saturdays & Sundays)
Employment Type
Full-Time Contractor
Note: While this is a remote-first position, occasional travel to the Mumbai office may be required based on business needs or corporate team events.
Key Responsibilities
As a Customer Service Contractor, you will act as a primary champion for global researchers and clients using the Editage website and the proprietary EOS platform:
Inbound Ticket Resolution: Promptly respond to incoming customer support tickets, providing seamless information to eliminate friction.
Needs Assessment: Identify implicit and explicit client requirements to recommend the most optimal service pricing and delivery options right from the first interaction.
SLA & Satisfaction Management: Maximize satisfaction benchmarks by delivering accurate, timely resolutions that meet or exceed corporate SLAs.
First-Contact Resolution: Troubleshoot client complaints and account inquiries effectively in a single interaction to convert clients into brand promoters.
Cross-Functional Collaboration: Serve as the internal voice of the customer and collaborate with global cross-functional teams on broader organizational projects.
About the Company & Culture
A Global Leader: Established in 2002, CACTUS specializes in expert services and AI-driven products (including Paperpal, Mind the Graph, and R Discovery) that support research funding, publication, and discovery.
Equal Opportunity Employer: CACTUS maintains rigid compliance against discrimination, celebrating team uniqueness across all protected characteristics.
Global Presence: The company operates with a workforce of over 3,000 experts across locations like London, Princeton, Singapore, Tokyo, Seoul, and Mumbai.
The Selection & Application Process
The candidate onboarding loop follows a structured validation path:
Initial Screening: Initial application review conducted by the recruitment team.
Technical Assessment: Evaluation of core customer handling and platform navigation aptitude.
Interview Rounds: Two to three comprehensive interview rounds focusing on remote-work competency and operational alignment.
How to Apply
The placement pipeline is actively reviewing candidate records:
Ensure your resume highlights your inbound ticketing experience, customer retention metrics, and strong communication skills.
Submit your online application directly via the Cactus Communications LinkedIn posting or their official global careers portal.
