Customer Success Specialist

Location: Hybrid in Philadelphia, Pennsylvania; three days per week onsite and two days from home. Candidates must live within commuting distance and have the right to reside and work in the United States.

Salary: $29.12 per hour, approximately $53,000 annually.

Company

Informa is a global academic publishing, business intelligence, knowledge, and events business; Taylor & Francis operates within the group as a scholarly publishing business.

What you will do

• Manage strategic customer accounts and build strong customer relationships.
• Handle customer queries from initial contact through resolution, including root-cause analysis and follow-up.
• Process orders, invoices, quotes, returns, and claims within service-level and quality requirements.
• Use SAP and Salesforce to manage customer contacts, workflows, orders, and invoicing.
• Maintain and improve standard operating procedures, self-help content, and department processes.
• Support team objectives, training, improvement projects, and cross-functional collaboration.

Requirements

• At least two years of experience in customer service, customer success, or a related role.
• Experience meeting or exceeding customer satisfaction goals.
• Intermediate Microsoft Office and Excel skills.
• Intermediate knowledge of SAP and Salesforce.
• Strong communication, problem-solving, organizational, teamwork, and attention-to-detail skills.
• Must have the right to reside and work in the United States and be able to commute to the Philadelphia office three days per week.

Culture & Benefits

• Flexible hybrid work culture focused on work-life balance and wellbeing.
• 10 paid sick days and 15 days of paid annual leave, plus a birthday day off.
• Additional holiday-season leave and up to four weeks of fully paid parental leave.
• Medical, vision, dental, and 401(k) benefits with employer matching.
• Four paid volunteer days, seasonal social events, and professional development support.

Hiring process

• Applications are reviewed and interviews are conducted on a rolling basis.
• Applications close on 30 September 2026.