Molecular Connections - Manager - Customer Support

About Us
We are a fast-growing SaaS company transforming the way scholarly publishers manage submission workflows.
Our platform simplifies the author-to-editor-to-reviewer journey, enabling publishers, societies, organizers, and editorial teams to deliver a seamless, efficient, and transparent submission experience.
With a deep understanding of academic publishing, we empower our clients to focus on what matters most: accelerating scholarly research.
About the Role

As our Customer Support Manager, youll be the front line of support for our growing community of scholarly publishers, societies, associations, and conferences.
You will lead and evolve our support function to ensure clients receive timely, empathetic, and technically sound assistance.
Youll be instrumental in building a high-touch, scalable support model that reflects our commitment to partnership, precision, and user trust.

Key Responsibilities

- Manage day-to-day customer support operations, ensuring quick resolution and high satisfaction.

- Develop and optimize support workflows, including ticketing, escalation, and reporting.
- Recruit, onboard, and lead a growing support team as we scale.
- Collaborate cross-functionally with Product, Engineering, and Sales to surface user feedback, resolve bugs, and improve usability.
- Build, maintain, and expand a searchable knowledge base and self-service help center.
- Implement systems to track KPIs such as CSAT, response/resolution times, and ticket trends.
- Advocate for customer needs while balancing internal priorities.
- Handle complex or sensitive customer escalations with empathy and efficiency.

Qualifications
- 35+ years in customer support, with at least 12 years in a managerial or team lead role.

- Experience working in a SaaS or tech-enabled service environment; startup experience a plus.
- Familiarity with support tools like Hubspot, Jira, Notion, or similar.
- Clear, empathetic communicator, both written and verbal.
- Strong organizational and problem-solving skills, with attention to detail.
- A customer-first mindset with a deep appreciation for service excellence.
- Bonus: Experience in the scholarly publishing industry or familiarity with journal submission platforms (e.g., Editorial Manager and ScholarOne).

Why Join Us?

- Shape the future of scholarly communication at a mission-driven company.
- Join a collaborative and intellectually curious team.
- Work in a flexible, remote-friendly environment with competitive compensation.
- Make a meaningful impact on the publishing process used by editors, researchers, and organizers globally.