Remote SaaS Support Specialist – Overleaf & Papers AI

Overleaf Enterprise

United Kingdom

Remote

GBP 28,000 - 36,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Digital Science is hiring a Customer Support Specialist to bridge Overleaf and Papers AI. You will provide email-based support to B2C and B2B users, assist with billing inquiries, and help grow self-service resources.

Based in the UK, you will work remotely within a distributed team, collaborating with Product, Engineering, Sales, and Finance to improve the user experience across both products.

Qualifications

Excellent written and verbal communication with customers and internal teams.
Fluency in English with strong attention to detail and clarity.
Experience in a customer service or support role, preferably within a SaaS platform.
Ability to quickly learn and explain technical subjects across more than one product.

Responsibilities

Provide timely, professional, and empathetic email-based support to Overleaf and Papers AI users.
Handle billing inquiries for subscriptions and escalate complex issues as needed.
Maintain and improve Overleaf documentation and build Papers AI help content from scratch.
Log bug reports to Product and Engineering with clear, reproducible detail.
Refine support processes and help shape a first playbook for Papers AI.
Collaborate with Product, Engineering, Sales, Marketing, and Finance across both products.
Monitor support trends and surface patterns from user feedback.

Skills

English fluency

Customer service

SaaS support

Technical troubleshooting

Remote collaboration

LaTeX/Overleaf familiarity

Front/CSMS familiarity

Tools

Front

Job description

Based in the UK, you will work remotely within a distributed team, collaborating with Product, Engineering, Sales, and Finance to improve the user experience across both products.

Get your free, confidential resume review.

or drag and drop your file here.