Publishing Operations & Customer Service Specialist

About Frontiers

At Frontiers, our purpose is simple yet ambitious: to make science open. We believe open science empowers the global scientific community to accelerate discovery and develop the solutions needed for healthy lives on a healthy planet.

We are one of the world's largest and most influential open-access research publishers. Every article we publish is peer-reviewed and quality-certified, ensuring research is accessible to everyone, everywhere. To date, Frontiers research has been viewed over 4 billion times, demonstrating the real-world impact of science without barriers.

Joining Frontiers means being part of a global, mission-driven organization at the intersection of science, technology, and innovation - working alongside passionate colleagues who care deeply about advancing knowledge for the benefit of society.

To learn more about our impact and culture, please watch this video

What is Frontiers Mission?

Our mission is to make science open - so that scientists can collaborate better and innovate faster to deliver the solutions that enable healthy lives on a healthy planet.

Research is the foundation of modern society and it's thanks to advances in science that we enjoy longer, healthier and more prosperous lives than ever before in human history. We want to make science even more powerful by ensuring it is openly available. This way, society will be able to generate more knowledge and accelerate innovation, health and prosperity for all.

What is Peer Review?

Peer Review is a key step in publishing scientific research. Before an article is published, it's reviewed by experts in the field to ensure the research is high-quality, valid, and trustworthy. Your role will help keep this process running smoothly and fairly - so that great science can reach the world.

Requirements

We are seeking a driven, new team member to join our Peer Review department. You will be contributing to making Science Open by ensuring the rapid dissemination of high quality and valid articles. Ensuring a timely and thorough review process for all submitted manuscripts within a portfolio of journals or journal sections and providing professional customer service to our authors, reviewers and editors, assisting them through the process and supporting them with their queries. Peer review needs to be efficient, rigorous, fair, constructive, accountable, and transparent for everyone involved.

As a Peer Review Specialist, you'll support the publishing process of research articles. You'll be part of a supportive and collaborative international team, working with authors, editors, and reviewers to make sure manuscripts are evaluated efficiently and fairly.

Your day-to-day work will include

• Monitoring and guiding articles through the peer review process using our online system.
• Communicating with editors and reviewers to keep the process moving and solve any issues.
• Checking quality, ensuring that the review process is fair and follows our standards.
• Working with other teams to help improve our workflows.
• Reaching individual and team goals, while always aiming to improve how we work and raise the bar

What We're Looking For?

You don't need experience in academic publishing, but we are looking for:

• Experience in a role where exceptional customer service (both internal and client) has been your key priority
• Evidence of working with high volumes
• Enthusiastic and driven attitude, able to focus on solutions and positive outcomes
• Highly organized and able to regularly reprioritize
• A team player who would enjoy being able to work with customers and team members from different cultures & backgrounds around the globe
• Someone who thrives on solving problems and improving processes
• Ready to embrace AI - we are currently implementing new tools to help us in our mission and you will have the opportunity to be part of project teams to spearhead this transition
• Exceptional English language skills - spoken & written
• Passion about Open Science! Even if it is a new topic for you, please take time to learn about us first before applying, so we can understand why you would want to join us and how you can be a part of our mission

Benefits

• We prioritise office presence and emphasise in-person collaboration, but also offer appropriate adjustments where needed, in line with company policy

• Extra wellbeing days on top of your annual leave allowance

• Up to 3 paid volunteering days each year

• 24/7 confidential Employee Assistance Programme (wellbeing, mental health, legal & financial support)

• Learning & development support via the Frontiers Learning Hub

Equal opportunity statement

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination - including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.