Remote SaaS Support Specialist — Overleaf & Papers AI

Holtzbrinck

United Kingdom

Remote

GBP 28,000 - 52,000

Full time

6 days ago

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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.