What's your preference?
Job Description
- Req#: JREQ187163
- Lead and develop the helpdesk team, including selecting, training, and evaluating personnel to ensure efficient operations.
- Establish and implement editorial helpdesk procedures and best practices.
- Manage high-severity incidents and coordinate communication for critical issues and act as a liaison between customers and the editorial desk, ensuring seamless communication and problem resolution.
- Handle escalated complaints and expedite service and repairs to maintain customer satisfaction and manage the overall customer service experience to support customer retention and enhance Thomson Reuters brand values.
- Monitor and ensure service quality targets are met in accordance with agreed Service Level Agreements (SLAs).
- Implement proactive service initiatives based on identified service and customer trends and collaborate with resolution teams to address major, elusive, or recurring issues affecting customer satisfaction.
- Work cross-functionally to develop and implement performance improvement programs and provide comprehensive quality analysis and reporting to leadership, highlighting key performance drivers.
- Bachelor’s degree required with equivalent work experience; Journalism and/or Mass Communication is a plus.
- 5+ years of experience in customer service management, preferably in an editorial or publishing environment.
- Fluency in English speaking, reading, and writing; additional language skills beyond English are a plus.
- Good understanding of the customer, customer needs, and priorities.
- Communicates information clearly, asks questions, and checks for understanding, with strong analytical and problem-solving skills.
- Familiar with CRM tools, Outlook, Office 365, and Power BI; Knowledge of editorial processes and products is a plus.
- Amenable to working any shift schedule (Morning, Mid shift, and Night shift).
- Start the day by reviewing incident reports and service metrics
- Conduct a brief team meeting to discuss priorities and ongoing issues
- Monitor real-time helpdesk performance and adjust staffing as needed
- Respond to escalated customer complaints, providing high-level support
- Collaborate with the editorial team to address content-related queries
- Analyze trending issues and develop proactive solutions
- Meet with cross-functional teams to improve service processes
- Review and approve knowledge base articles for accuracy
- Conduct one-on-one coaching sessions with team members
- Prepare and present weekly performance reports to management
- Evaluate and implement new support technologies or tools
- Handle critical incident management for high-severity issues
- Develop and refine standard operating procedures
- Participate in customer feedback sessions to gather insights
- End the day by planning for upcoming shifts and potential challenges
Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Editorial Helpdesk Lead, Frontline Editorial Helpdesk
The Editorial Support Helpdesk Lead is a key leadership role responsible for managing our editorial customer service operations. This position oversees a team of support professionals, ensuring high-quality assistance for our editorial products and services. The ideal candidate will excel in team leadership, process optimization, and customer satisfaction strategies.
We seek an experienced professional with a background in customer service management, preferably in an editorial or publishing environment. The successful candidate will be instrumental in maintaining service level agreements, improving customer retention, and upholding the Thomson Reuters brand values through exceptional support leadership.
About the Role
About You
A Day in the Life:
#LI-CS3
What’s in it For You?
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
Protect yourself from fraudulent job postings click here to know more.
More information about Thomson Reuters can be found on https://thomsonreuters.com .
About the company