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 RoleLead 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.

About YouBachelor’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 and 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).

A Day in the Life:Start the day by reviewing incident reports and service metricsConduct a brief team meeting to discuss priorities and ongoing issuesMonitor real-time helpdesk performance and adjust staffing as neededRespond to escalated customer complaints, providing high-level supportCollaborate with the editorial team to address content-related queriesAnalyze trending issues and develop proactive solutionsMeet with cross-functional teams to improve service processesReview and approve knowledge base articles for accuracyConduct one-on-one coaching sessions with team membersPrepare and present weekly performance reports to managementEvaluate and implement new support technologies or toolsHandle critical incident management for high-severity issuesDevelop and refine standard operating proceduresParticipate in customer feedback sessions to gather insightsEnd the day by planning for upcoming shifts and potential challenges

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

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

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.