Time zones: SBT (UTC +11), GMT (UTC 0), CET (UTC +1), EET (UTC +2), MSK (UTC +3)

The Role
ORCID is looking for an energetic and dedicated User Support Specialist with strong communication abilities to join our responsive, user‑focused Support team. Ideally, you are located within time zones from UTC +2 to UTC -1. In this role, you will assist researchers worldwide by addressing their questions and guiding them on how to use the ORCID Registry. Working alongside ORCID colleagues, you will help ensure we meet the needs of our global user base and act as the organization’s “user voice.”

Most of your work will involve handling user inquiries, which can reach about 500 tickets per week during peak times. The rest of your time will be spent on other tasks, such as sharing feedback, contributing to documentation, reviewing potential spam accounts, and supporting additional projects. Our team is small and highly collaborative, and you will play a key role in identifying ways to improve team processes and workflows.

This is a full-time (40 hours per week), fully remote role. You must be able to work during standard business hours in Europe or the Americas (Monday to Friday), with at least four hours each day between 1200 and 2000 UTC and with regular meetings at 1500 UTC. Outside of these requirements, ORCID offers flexible scheduling.

Responsibilities
• Respond promptly and courteously to user inquiries through the Zendesk platform
• Report bugs clearly and accurately to the Development team
• Communicate user feedback and feature requests to the Product team
• Help create and review user‑facing documentation
• Review questionable accounts to detect spam
• Join calls and cross‑team projects as needed to represent user perspectives
• Support additional projects as required

Requirements
• Excellent written and spoken English
• Experience offering support through a helpdesk system (Zendesk or similar)
• Strong communication and prioritization abilities; able to succeed in a fast‑paced environment
• Highly motivated, proactive, and results‑oriented
• Comfortable with technology and able to learn and troubleshoot technical issues

Nice-to-Haves
• Proficiency in other languages
• Experience working remotely
• Background in a startup or research‑related environment
• Experience managing disputes or sensitive situations
• Experience creating documentation

We provide a family‑friendly, flexible work environment, including:
• Flexible hours and the ability to work fully remotely (except when traveling)
• A dedicated and supportive team within a mission‑driven organization
• Competitive pay and benefits, plus a company‑wide day off on the first Friday of every month
• Ongoing learning opportunities, including training and professional development
• Tools for a smooth remote work experience, including a laptop budget and a remote‑work stipend