Open Research Support Intern – Beijing, (CN) job with Springer Nature Ltd

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 @SpringerNature.

The Open Research intern supports author queries related to Open Access (OA) publishing, in close consultation with the Journal Editorial Office, Finance, Production teams and the Open Access Policy teams at Springer Nature. They work with stakeholders to assist with solutions to author queries – typically post-acceptance, supporting authors through the Open Access payment process, and dealing with policy, licensing and other queries. They are responsible for providing support throughout authors’ interactions with Springer Nature Open Access workflows, working with vendor teams to develop workflows and processes, and streamlining and developing the author experience. They are expected to provide insights to internal teams and external contacts concerning Open Access processes and workflows.

This is a 3-month internship position. The role fits between customer service, quality control and project support and requires an understanding of publishing processes, comfortable working in agile environments, and an adaptable mindset.
• Timely and professional response to author requests and dissatisfaction surveys.
• Create and update knowledge base contents to allow customers to ‘self-help’, and translate into local languages where applicable.
• Peer research and tasks based on team needs.
• Create new workflows and processes to improve quality.
• Update satisfaction survey feedback to analyse pain points and identify opportunities for improvements self-service, automations and continuous improvement.
• Other tasks based on team needs.
• Work with author service teams and stakeholders as appropriate.
• Work on continuous improvement projects in line with the strategic direction of the team and department.
• Other tasks based on team needs.
• Understanding of the Open Access and academic publishing landscapes.
• Highly organised – e.g. able to schedule multiple priorities, stick to deadlines and manage time sufficiently.
• Identifies issues and uses own initiative to suggest solutions.

At Springer Nature, our mission is to be part of progress – and that begins with inclusion: of people, perspectives, and ideas. We believe that diverse perspectives drive progress, and we are committed to creating an environment where people and ideas can flourish. If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion

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