Customer Support Specialist, Overleaf & Papers AI

Holtzbrinck; United Kingdom; Remote; GBP 28,000 - 52,000; Full time

Job summary

Digital Science is seeking a Customer Support Specialist to provide empathetic email support for Overleaf and Papers AI. You will handle billing inquiries, contribute to knowledge bases, and log actionable bug reports.

You will work with cross-functional teams to ensure a smooth user experience for researchers, institutions and enterprise clients across both products, with remote collaboration across a distributed team.

Qualifications

• 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 across products with different maturity levels.
• Comfort working through ambiguity in an early-stage product environment.
• Experience in a customer service or support role, preferably SaaS.
• Ability to learn and explain technical subjects to users of varying expertise across more than one product.
• Comfortable working remotely and independently with a distributed team.

Responsibilities

• Provide timely, professional, and empathetic email-based support to Overleaf and Papers AI users (B2C and B2B).
• Handle billing inquiries for both products, escalating complex issues as needed.
• Maintain and improve Overleaf’s documentation and knowledge base; build Papers AI help content as issues emerge.
• Log bug reports to Product and Engineering with clear, reproducible detail.
• Refine support processes and help shape a first support playbook for Papers AI.
• Collaborate with Product, Engineering, Sales, Marketing, Finance to support users across both products.
• Monitor support trends and proactively surface patterns.

Skills

Excellent writing

Fluent English

Problem solving

Technical troubleshooting

SaaS experience

Remote work

Education

Customer service experience

Tools

Front or similar CRM

Stripe billing knowledge

Job description

Digital Science

We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Do you want to join us in achieving our vision?

We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Your new role

Digital Science is dedicated to putting customers at the heart of everything we do. Our portfolio spans products at different stages of maturity — from Overleaf, our widely used scientific and technical writing platform that serves over 30 million researchers, students, and institutions worldwide, to Papers AI, one of our newest research software products, which launched on July 29, 2026 and is growing quickly. Our goal is to provide exceptional support, empower users through self-service resources, and continuously improve the experience across both products.

The Customer Support Specialist role is the connective tissue between two products within Digital Science: Overleaf, our mature, widely-used scientific and technical writing platform built around LaTeX and collaborative authoring, and Papers AI, our newest AI-powered research and writing

tool. You'll 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.

What you’ll be doing

• 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, while building 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, and 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.

What you’ll bring to the role

Required Qualifications & Skills

• 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.

Preferred Qualifications

• Familiarity with LaTeX, Overleaf, or similar markup languages and authoring tools.
• Familiarity with AI-assisted writing or research tools, or a general interest in AI-powered research software.
• Experience using Front or other customer service management systems.
• Knowledge of SaaS billing platforms such as Stripe.
• Experience working remotely in a distributed team environment.
• Understanding of academic publishing and the needs of researchers and institutions.
• Experience supporting more than one product at once, or building support documentation and processes from scratch for an early-stage product.

We're looking for people who are naturally curious about AI and comfortable exploring how it can improve the way we work — you don't need to be an AI expert, but an openness to experiment and adapt is important to us.

Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitation to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.

Living our Values

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.

The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:

We are brave in the pursuit of better

We are collaborative and inclusive

We are always open-minded

We are from and for the community

At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research.

We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fostered enhanced collaboration, and ultimately pushes knowledge forward more effectively.

As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.

We are looking forward to your speculative application.