Remote UK: Multi-Product Customer Support Specialist

Digital Science; United Kingdom; A distancia; GBP 28.000 - 40.000; Jornada completa

Descripción de la vacante

Digital Science is seeking a Customer Support Specialist to support Overleaf and Papers AI users from the UK. You will provide empathetic email-based support to researchers and institutions, handle billing questions, and contribute to self-service resources.

You will work with Product, Engineering, Sales, and Finance to improve support processes and create guidance as Papers AI scales. A remote UK-based role with distributed teams is offered.

Formación

• Excellent written and verbal communication for 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.
• Comfortable working through ambiguity as Papers AI is early-stage.
• Experience in a customer service or support role in a SaaS platform.
• Ability to learn and explain technical subjects to users of varying expertise across products.
• Comfortable working remotely with a distributed team.

Responsabilidades

• Provide timely, professional, and empathetic email-based support to Overleaf and Papers AI users.
• Handle billing inquiries for Stripe-based subscriptions, escalating complex issues as needed.
• Maintain and improve Overleaf’s documentation and knowledge base, and build Papers AI’s user-facing help content.
• Log bug reports to Product and Engineering with clear, reproducible detail.
• Adhere to and refine Overleaf’s support processes and help shape a Papers AI playbook.
• Collaborate cross-functionally with Product, Engineering, Sales, Marketing, Customer Engagement, and Finance.
• Monitor support trends and user feedback and surface patterns.

Conocimientos

Communication skills

English fluency

Problem solving

Remote collaboration

Customer support experience

Learning ability

Ambiguity tolerance

Herramientas

Front

Stripe

LaTeX

Descripción del empleo

Digital Science is seeking a Customer Support Specialist to support Overleaf and Papers AI users from the UK. You will provide empathetic email-based support to researchers and institutions, handle billing questions, and contribute to self-service resources.

You will work with Product, Engineering, Sales, and Finance to improve support processes and create guidance as Papers AI scales. A remote UK-based role with distributed teams is offered.