This position is anticipated to be a short-term, and not expected to exceed April 30, 2028. *This position is fully remote/home based. Applications will be accepted from candidates based in the UK Role Summary The Customer Care division is committed to representing PLOS by delivering exceptional customer service through problem ownership, proactive engagement, integrity, and accountability that supports continuous organizational improvement.

As the Customer Care Coordinator, you are part of an impactful international team that serves as the conduit connecting PLOS to our primary audience and delivering exceptional service to our customers. You are patient, empathetic, passionately communicative, and understand the value of effective communication skills. In your role, you will be the primary point of customer contact, providing guidance, answering questions, and resolving any emerging problems that our customers might face with accuracy and efficiency.

You develop perpetual value by nurturing relationships through successful professional engagements that provide timely solutions and meaningful customer experiences. As the Customer Care Coordinator, you are a confident and highly organized individual with superior business communications skills, motivated by a culture of continuous improvement. You are a natural team player, with the ability to collaborate effectively across teams and hold yourself accountable for meeting competing deadlines in a fast-paced environment.

You will report to the Customer Care Suite Manager, and work as part of the Publishing Operations team to maintain unfettered communication channels, and uphold excellent customer experience, especially for but not limited to authors, editors, and reviewers. You will adhere to response time benchmarks to protect brand integrity and ensure timeliness and quality of resolution and experience.

Responsibilities

Customer Service Manage high volume of incoming queries Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customers through open and interactive communication Provide accurate, valid and complete information Meet established team targets Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution Accurately track customer interactions to inform data analysis and evaluations Follow communication procedures and guidelines Take the extra mile to engage customers Teamwork Filter customer queries to appropriate stakeholders and manage follow through and resolution. Provide coverage for colleagues as necessary.

Qualifications

At least two years of Customer Service experience Excellent writing skills Salesforce experience Previous experience working in Publishing Previous experience working in a remote environment Physical

Requirements

and Work Environment Prolonged periods stationary at a desk and working on a computer. Some national and international travel may be required. Some flexibility to work across time zones.

The base salary range we’ve established for these positions is £24,000- £26,000 .

Benefits

package summarized below.