Sales Operations & Customer Support Specialist

Contract Full-Time (12 months) | Remote (Canada)

Meet Canadian Science Publishing (CSP):

As Canada’s largest independent, not-for-profit publisher of scientific journals, we are dedicated to mobilizing research that drives discovery and innovation.

With roots dating back to 1929, CSP publishes 25 international journals across the natural and physical sciences and engineering, including 6 open access journals that are interdisciplinary and multidisciplinary. We champion open science, equity, diversity, and sustainability. Through strong partnerships and a commitment to excellence, we empower the scientific community to share knowledge that shapes a better future.

We’re proud of our remote-first workplace, which provides employees with sought-after perks like flexible work schedules, generous paid time off, employer-sponsored health benefits, and much more – in addition to working with a team of bright, highly engaged people who are deeply committed to CSP’s mission and values, and to each other.

What you’ll do:

CSP is seeking a Sales Operations & Customer Support Specialist to join our Strategy & Growth team for 12 months on a fixed term contract (with possible extension), reporting to the Director of Sales Operations with no direct reports. The position is available starting in May June 2026.

The Sales Operations & Customer Support Specialist provides comprehensive operational and customer support to institutional subscribers and authors, helping to ensure a seamless and positive experience with CSP products and services.

This role supports subscription and product inquiries, platform access and entitlements, payment reconciliation, author support, and the administration of subscription systems and sales tools. The Specialist also assists with reporting, supports sales activities such as trials and materials preparation, and contributes to team initiatives and special projects as needed.

Responsibilities include but are not limited to the following:

• Triages and/or resolves by personal follow-up all subscriptions, product and purchasing issues with clients, ensuring resolution and customer satisfaction.
• Deliver comprehensive author support, including assistance with manuscript submissions, author dashboards, permissions requests, and access to published content.
• Manage and maintain subscriber access to the publishing platform, ensuring accurate entitlements, troubleshooting access issues, and coordinating updates as needed.
• Reconcile payments for subscriber orders, ensuring accurate invoicing, payment tracking, and resolution of discrepancies in collaboration with finance and sales teams.
• Respond appropriately and efficiently to all product enquiries, nurturing client relationships, and identifying client’s needs. Directing general enquiries to the appropriate audience if not immediately resolved.
• Site administrator for subscription management tool (e.g., modify customer records as needed)
• Manage sales offers and content slices for access control, provide internal support for financial reporting (e.g., pay per view and access), and IT where required.
• May take direction from the other managers in the Business Group and support the highly collaborative and teamwork approach in the group.
• Supports the network of sales agents by providing usage reports, distributing sales materials, and setting up and monitoring trials.
• Other tasks or projects as required.

What you’ll bring:

• Relevant education and/or equivalent professional experience in customer support, sales operations, publishing, or related field.
• Demonstrated experience working in a customer-focused or service-oriented environment, with a strong commitment to providing responsive and high-quality support.
• Proactive and solutions-oriented, with the ability to anticipate challenges, evaluate options, and independently resolve issues by leveraging available tools, systems, and resources.
• Experience supporting external partners such as vendors, agents, or resellers is considered an asset.
• Strong technical skills, including experience working with business software and tools such as spreadsheets, document management systems, and email platforms.
• Experience working with databases or customer relationship management (CRM) systems, including the ability to interpret and work with data to identify patterns and support decision-making.
• Excellent interpersonal and communication skills, with the ability to interact professionally and respectfully with diverse stakeholders and provide service with tact, discretion, and cultural awareness.
• Ability to work both independently and collaboratively, with sound judgment to determine when issues should be escalated.
• Ability to comm