Discounts and Waivers Support Specialist

Job Title: Discounts and Waivers Support Specialist Location(s): Dordrecht/ London/ Beijing/ Tokyo Application Deadline: 27th Feb 2026 About Springer Nature Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and follow @SpringerNature.

About the Role The Discounts and Waivers Support Specialist is a key member of the Publishing Support team, reporting to the Journal Support Manager. This role provides expert customer service to researchers – including authors, editors, reviewers – and internal stakeholders across the publishing journey, with a focus on Discounts within the Open Access workflows and policy-driven processes.

The specialist collaborates with Editorial, Finance, Production, and Policy teams to resolve queries, improve workflows, and enhance the author experience. The role requires a strong understanding of publishing operations, financial processes, and project management principles, with an emphasis on continuous improvement and cross-functional collaboration.

Responsibilities Customer Service & Vendor Management

Respond promptly and professionally to queries via ticketing tools like Freshdesk, and internal communication systems, ensuring adherence to our policies.

Liaise with vendor teams to ensure consistent service delivery.

Communicate updates and policy changes to SNCS and vendor teams.

Provide training and feedback to vendor teams to drive performance and quality improvement.

Support the transition or migration of workflows into vendor teams while ensuring quality and consistency.

Workflow & Quality Management

Maintain and improve documentation, workflows, and canned responses.

Review ticket handling for quality assurance and recommend improvements.

Analyse data and feedback to identify opportunities to use AI, automation, and self‑service tools to enhance customer experience and streamline support interactions.

Work with cross‑functional teams to address and reduce systematic issues that generate recurring support tickets.

Project Management & Process Improvement

Lead or contribute to continuous improvement initiatives aligned with departmental strategy.

Apply Lean Six Sigma or other project management principles to streamline processes and enhance efficiency.

Collaborate with internal stakeholders to adapt projects to evolving business needs, e.g. supporting Marketing and Publishing campaigns.

Prepare data (including root cause analysis) and background materials to propose and support improvement initiatives.

Experience, Skills & Qualifications Essential

Strong organisational and time management skills.

Detail-oriented with a high level of accuracy.

Computer and software literate (i.e. ticketing systems, Microsoft Office, and project management tools)

Excellent written and verbal communication skills in English.

Initiative-driven with problem‑solving capabilities.

Comfortable working in agile, fast‑paced environments.

Ability to handle confidential information with discretion.

Desirable

Understanding of publishing workflows and Open Access policies.

Strong networking and research skills.

Empathetic and collaborative approach when working with vendor teams.

Project management experience and ability to lead cross‑functional initiatives.

At Springer Nature we value the diversity of our teams. We recognise the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here: https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion

For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers

Job Posting End Date: 28-02-2026

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