Customer Support Specialist, Overleaf & Papers AI

Digital Science
United Kingdom, United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Attention to detail","Empathetic support","Adaptability"]

Provide timely, professional, and empathetic email support for Overleaf and Papers AI, covering both user and institutional needs across two very different products. Triage and troubleshoot technical issues, handle Stripe-based billing inquiries, maintain and expand documentation (especially for Papers AI), and log clear bug reports for Product and Engineering. Work with distributed teams to monitor support trends and help shape evolving support processes and a first playbook for Papers AI.

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FursaFursa
Digital Science
Digital Science
13 hours ago

Customer Support Specialist, Overleaf & Papers AI

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Provide timely, professional, and empathetic email support for Overleaf and Papers AI, covering both user and institutional needs across two very different products. Triage and troubleshoot technical issues, handle Stripe-based billing inquiries, maintain and expand documentation (especially for Papers AI), and log clear bug reports for Product and Engineering. Work with distributed teams to monitor support trends and help shape evolving support processes and a first playbook for Papers AI.
Location: United Kingdom, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide timely, professional, and empathetic email-based support to B2C and B2B users of Overleaf and Papers AI.
  • •Handle billing inquiries for both products, escalating complex billing or account issues as needed.
  • •Maintain and improve Overleaf documentation and knowledge base; build Papers AI user-facing help content largely from scratch as issues emerge.
  • •Log bug reports to Product and Engineering with clear, reproducible detail.
  • •Adhere to and refine Overleaf support processes and help shape the first Papers AI support playbook as ticket patterns emerge.

Key Requirements

  • •Excellent written and verbal communication skills for engaging with customers and internal teams.
  • •Fluency in English with strong attention to detail and clarity.
  • •Strong problem-solving skills to troubleshoot technical issues across products with different maturity levels.
  • •Comfort working through ambiguity as Papers AI is early-stage and support processes are still forming.
  • •Experience in a customer service/support role, preferably within a SaaS platform.
Experience:SaaS
Skills:CommunicationProblem-solvingAttention to detailEmpathetic supportAdaptability
Languages:English
Tech Stack:LaTeXOverleafPapers AIFrontStripe

Company Brief

Digital Science
Digital Science provides software and AI-driven tools and services for the research ecosystem, supporting researchers, institutions, funders and publishers through products like Dimensions, Altmetric, Figshare, Overleaf and ReadCube.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 2010
Glassdoor
Glassdoor: 3.5
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