Customer Support Specialist, Overleaf & Papers AI

Overleaf Enterprise; United Kingdom; Remote; GBP 31,000 - 47,000; Full time

Job summary

Digital Science is seeking a Customer Support Specialist to bridge Overleaf and Papers AI, delivering empathetic email-based support to researchers and institutions in the UK/US. The role focuses on billing queries, knowledge base improvements, and cross-functional collaboration to enhance user experience across both products.

You will help shape support processes for Papers AI while maintaining Overleaf documentation, working remotely within a distributed team and navigating early-stage product

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 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.
• 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.

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, 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.

Skills

Communication

English fluency

Problem-solving

Ambiguity tolerance

Customer support

Technical explanation

Remote work

Job description

Customer Support Specialist, Overleaf & Papers AI

Department: Customer

Employment Type: Full Time

Location: UK or USA Remote

Description

About us

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. 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.

Please note - due to business need, we can only accept applications from candidates who reside in the UK and the US where we have established legal entities. If you apply from outside of these areas, your application will not be considered. Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.

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 hesitate 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:

brave in the pursuit of better

collaborative and inclusive

always open-minded

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, fosters 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.