What are we?

Cureus is the medical journal for a new generation of doctors, researchers and patients. Based in San Francisco, California, Cureus leverages the power of an online, crowd-sourced community platform to promote medical research and discovery with tools to better serve and highlight physicians and researchers around the world. The result? Better research, faster publication and easier access for everyone.

That’s why we created Cureus, an online medical journal with no or minimal cost to publish and free reader access - a freemium business model based on editorial revenue, digital advertising, hosting mini journals and publishing competitions. We’re working to eliminate these barriers to publication whenever possible with the goal of increasing the global literature of medical knowledge.

Who are we?

We are a tight-knit group that hires smart people and trusts them to do their best to meet goals. We check egos and entitlement at the door, but welcome intellectual honesty. We take pride in our work to drive change and challenge the status quo. We're here to solve a big problem in the publishing industry. We're passionate about creating remarkable experiences and products for our customers.

Where are we?

We are headquartered in San Francisco with everyone currently working remotely.

Job Description

As a Cureus Customer Support Specialist you will be responsible for the happiness, success and retention of our customers. You will do this through supporting our customers through the publication and review processes on our platform as well as answering other more general questions from our customers. You will become an expert on various aspects of the Cureus platform, helping streamline workflow and ensure maximum efficiency. You will also learn about our academic channel program and assist in on-boarding new channels and helping these customers be as successful as they can be. You will go above and beyond to provide world class customer experiences, resolve customer inquiries and overall put our customers first. Cureus aims to improve the lives of clinicians and researchers by streamlining the academic publishing process - if you want to devise and deliver high-quality solutions that help to change the publishing status quo, then we want you!

• Contract length: 1 year
• Work location: Fully Remote
• Hours per week: 20

Key Responsibilities:

• Become an expert on Cureus publishing process to support our external and internal customers
• Respond or escalate support tickets from these customers as needed
• Consistently meet personal and team qualitative and quantitative metrics.
• Partner with cross-functional, internal teams on a regular basis.
• Confidently express your ideas to improve & grow the team as we scale

Qualifications:

• 2 years experience with ticket or case resolution in a customer service, customer support or customer experience environment
• Proven support working independently, autonomously and reliably, all with a positive attitude and a smile on your face
• Experience partnering with product and development teams and subject matter experts and working in Scrum/Agile environments
• Understanding/familiarity with academic publishing (or a desire to learn)
• Experience working with ZenDesk is a plus
• Superb written and verbal communication skills
• Highly organized and detail-oriented
• Self-motivated and a self-starter
• Bachelor’s degree or equivalent

This contract position is a candidate to convert to a full-time position if the contractor is successful in their responsibilities and performance.

Job Types: Part-time, Contract

Pay: $30.00 - $45.00 per hour

Schedule:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Customer Support: 2 years (Required)

Work Location: Remote

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