Publishing Operations & Customer Service Specialist

About the role

Frontiers, an open-access research publisher, is looking for a Publishing Operations & Customer Service Specialist to join its Peer Review department in Madrid. The role supports the publishing process of research articles by keeping the peer review process timely and thorough, and by providing professional customer service to authors, reviewers and editors.

Key responsibilities

• Monitor and guide articles through the peer review process using the online system
• Communicate with editors and reviewers to keep the process moving and resolve issues
• Check quality and ensure the review process is fair and follows the standards
• Work with other teams to improve workflows
• Reach individual and team goals while continuously improving how work is done

Required profile

• No experience in academic publishing required
• Experience in a role where exceptional customer service (internal and client) was a key priority
• Evidence of working with high volumes
• Enthusiastic, solution-focused and highly organised, able to reprioritise regularly
• Able to work with people from different cultures and backgrounds
• Exceptional spoken and written English
• Openness to learning about Open Science and willingness to help with the adoption of new AI tools

What we offer

• Office presence and in-person collaboration, with adjustments where needed
• Extra wellbeing days on top of annual leave
• Up to 3 paid volunteering days per year
• 24/7 confidential Employee Assistance Programme
• Learning and development support via the Frontiers Learning Hub