Customer Support Specialist, Overleaf & Papers AI

About This Role

This role is for a Customer Support Specialist who will be the connective tissue between two products within Digital Science: Overleaf, a mature scientific and technical writing platform, and Papers AI, a newer AI-powered research and writing tool. The specialist will 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 learn and explain technical subjects to users of varying expertise levels, across more than one product at a time
• Comfortable working remotely and independently while collaborating with a distributed team

Important Details

• Employment type: Full Time

About the Company

Digital Science is a pioneering technology company dedicated to advancing the research ecosystem. Their vision is of a future where a trusted and collaborative research ecosystem drives progress for all.