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.