Customer Support Specialist, Overleaf & Papers AI

About This Role

This role is the connective tissue between two products within Digital Science: Overleaf, a mature, widely-used scientific and technical writing platform built around LaTeX and collaborative authoring, and Papers AI, a newer AI-powered research and writing tool. You will deliver hands-on, empathetic support to Overleaf's global base of researchers and institutions, and to Papers AI's early adopters, still shaping its support experience as it grows. The goal is to provide exceptional support, empower users through self-service resources, and continuously improve the experience across both products.

Responsibilities

• Provide timely, professional, and empathetic email-based support to B2C and B2B users of both Overleaf and Papers AI
• Handle billing inquiries for both products (e.g., Stripe-based subscriptions), escalating complex billing or account issues as needed
• Maintain and improve Overleaf’s existing documentation and knowledge base
• Build Papers AI’s user-facing help content largely from scratch as common issues emerge
• Log bug reports to Product and Engineering with clear, reproducible detail
• Adhere to and refine Overleaf’s established support processes
• Help shape a first support playbook for Papers AI as ticket patterns emerge
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing, Customer Engagement, and Finance teams to support individual users, institutional clients, and enterprise customers across both products
• Monitor support trends and user feedback across both products, and proactively surface patterns that show up

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 and the ability to troubleshoot technical issues efficiently, across products with different levels of process maturity
• Comfort working through ambiguity (Papers AI is early-stage and doesn’t have a mature playbook yet, so some days will look more like building the answer than looking it up)
• Experience in a customer service or support role, preferably within a SaaS platform
• Ability to quickly…

About the Company

Digital Science is a pioneering technology company dedicated to advancing the research ecosystem, with a vision of a future where a trusted and collaborative research ecosystem drives progress for all. Their portfolio spans products at different stages of maturity, from Overleaf, serving over 30 million researchers, students, and institutions worldwide, to Papers AI, a newer research software product launched on July 29, 2026, and growing quickly.