Analyst – Society Support: Journal Subscription Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analyst – Society Support: Journal Subscription Management based in India.

This role sits within a customer-focused Society Support function responsible for managing journal subscription services for hundreds of society arrangements and their members. You will help ensure subscription-related processes are handled accurately, efficiently, and within agreed service levels. The position combines customer service, administration, payment processing, data management, and query resolution. You’ll work closely with editorial, fulfilment, and other operational teams to maintain accurate member and subscription information. Attention to detail is essential, as your work directly supports invoicing, renewals, online access, claims, and member communications. The environment is collaborative and process-driven, with opportunities to contribute across functions and improve operational efficiency. This is a strong opportunity for an organized professional who enjoys solving problems, managing data, and delivering consistently high-quality service.

Accountabilities:: Payment processing: Process credit card payments from society members accurately and efficiently, following established procedures and controls.

Returns and claims: Manage subscription returns and process member claims, ensuring issues are resolved promptly and correctly.

Customer query management: Handle tickets and customer queries through Freshdesk, providing clear, professional responses and achieving required satisfaction levels.

Issue resolution: Investigate customer and operational issues, follow appropriate procedures, and take effective action to bring queries to resolution.

CRM administration: Maintain accurate Salesforce records, including invoice links and member-list tracking information.

Member data management: Upload and maintain member lists within the relevant fulfilment systems, ensuring information is complete and accurate.

Subscription administration: Support the ongoing maintenance of society arrangements, including invoicing, renewals, address updates, and online-access requirements.

Service-level management: Complete assigned processes within agreed SLAs and proactively flag issues that could affect delivery.

Reporting: Prepare daily productivity reports summarizing completed work and relevant operational activity.

Process improvement: Apply Lean principles to identify opportunities to simplify processes, reduce inefficiencies, and improve service quality.

Cross-functional support: Provide support to other operational verticals during quieter periods, contributing to broader team productivity and flexibility.

Systems expertise: Develop and maintain working knowledge of relevant business applications and use them effectively in day-to-day operations.

Requirements

Customer service and administration: Demonstrated experience in customer service, administration, subscription management, or a comparable operational environment.

Education and experience: Graduate or postgraduate qualification, ideally complemented by relevant business experience, proven work experience, or transferable skills.

Communication: Strong written and verbal communication skills, with the ability to communicate clearly and professionally with customers and colleagues.

Attention to detail: Exceptional accuracy when handling payments, customer records, member data, invoices, and other subscription information.

Organization: Excellent organizational and time-management skills, with the ability to prioritize multiple tasks and consistently meet deadlines.

Pressure management: Comfortable working in a fast-paced environment while maintaining quality and accuracy under pressure.

Teamwork: Strong collaborative skills and willingness to support colleagues and contribute across functions when required.

Initiative: Self-motivated and capable of working independently, identifying issues, and taking appropriate action without constant supervision.

Numeracy: Good numerical ability and confidence working with payment, invoice, and subscription-related information.

Technology: Strong computer literacy, including practical Excel skills and working knowledge of Microsoft Office applications.

Process orientation: Comfortable following established procedures, working against SLAs, maintaining accurate records, and contributing to continuous improvement initiatives.

Adaptability: Willingness to learn new systems and processes and support different operational areas as business needs evolve.

Benefits

Hybrid working: Flexible working arrangements within an inclusive and collaborative environment.

Professional development: Opportunities to build expertise across customer service, subscription operations, data management, and fulfilment processes.

Cross-functional exposure: Opportunity to support different operational areas and broaden your understanding of the wider business.

Inclusive culture: A workplace committed to diversity, equity, inclusion, authenticity, and creating a strong sense of belonging.

Flexible approach: Support for flexible working arrangements where appropriate.

Meaningful work: Contribute to the reliable delivery of academic journal subscriptions and services that support access to research and knowledge.

Team environment: Work alongside colleagues across customer service, fulfilment, editorial, and operational functions.

Location: Dehradun, India, with a hybrid work arrangement.

Employment: Full-time, mid-level position.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1