Head of Customer Support, Overleaf, Writefull & ReadCube

Holtzbrinck Publishing Group; New York (NY); On-site; USD 100,000 - 150,000; Full time

Job summary

Join a pioneering technology company as the Head of Customer Support, leading operations for Overleaf, Writefull, and ReadCube. This critical role focuses on enhancing customer experience and team development, ensuring operational excellence across B2B and B2C products. Ideal candidates will have a strong background in customer support leadership, with a commitment to fostering a collaborative and inclusive environment.

Qualifications

• 8+ years of experience in customer support, with at least 3 years in a leadership role.
• Proven ability to balance operational rigor with team development and customer advocacy.
• Strong understanding of support technologies, including ticketing systems and automation.

Responsibilities

• Develop and execute a comprehensive support strategy.
• Establish scalable support policies and processes.
• Oversee high-priority customer escalations and ensure rapid resolution.

Skills

Leadership

Communication

Problem-solving

Data-driven mindset

Tools

Front CX Platform

Job description

Head of Customer Support, Overleaf, Writefull & ReadCube

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

At Digital Science, we put our customers—and the teams who support them—at the core of everything we do. Our users span academic, publishing, enterprise, and government sectors, and our mission is to deliver exceptional, human-centered service across every touchpoint of their journey.

The Head of Support is a critical leadership role, responsible for building and optimizing support operations across three core products—Overleaf, Writefull, and ReadCube. These solutions serve both B2C and B2B users across diverse market segments. The ideal candidate will bring a unique balance of empathetic leadership, operational excellence, and strategic foresight to ensure we are not only solving problems efficiently, but also creating a meaningful and trusted experience for our customers and our support team.

This leader will be an advocate for their team and their users—coaching managers, fostering professional growth, and maintaining a strong culture of collaboration and continuous improvement. Beyond support operations, the Head of Support will work closely with Engagement, Product, and Marketing to evolve our knowledgebases, customer learning experiences, and AI automation strategy, ensuring we meet customers where they are with the right support at the right time.

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

Support Strategy and Operations:

• Strategic Planning: Develop and execute a comprehensive support strategy that aligns with business goals and enhances the customer experience across the three B2C products.
• Operational Excellence: Establish scalable, people-conscious support policies, processes, and best practices that drive efficiency without sacrificing customer care or team well-being.
• Performance Metrics: Define and monitor KPIs (e.g., customer satisfaction, response time, resolution time) to continually optimize support team performance.
• Issue Handling & Communication: Collaborate with product, technology, and customer engagement teams to ensure a structured approach to issue escalation and resolution.
• Escalation Management: Oversee the management of high-priority customer escalations, ensuring rapid resolution and proactive communication.
• Cross-functional Collaboration: Partner with product, marketing, and customer success teams to align internal and external support efforts with product development and customer engagement strategies.
• Process Improvement: Lead initiatives that leverage automation, self-service tools, and AI-driven efficiencies to enhance support operations.
• Learning Integration: Identify opportunities to integrate knowledge resources and educational content into support channels to empower customers with self-service options.
• Content Collaboration: Work with product and marketing teams to maintain up-to-date help center articles, FAQs, and instructional content.
• Customer Feedback Utilization: Leverage customer inquiries and support data to inform and improve product documentation and learning resources.

Leadership and Collaboration:

• Team Leadership: Champion a people-first support culture that values empathy, accountability, and professional growth; Manage and mentor a team of three support managers, and their teams, ensuring they have the tools, training, and resources to deliver high-quality customer assistance.
• Cross-functional Influence: Foster collaboration between support, product, and engagement teams to create a cohesive customer experience.
• Innovation: Stay current on industry best practices, AI advancements, and emerging support technologies—and bring thoughtful, user-centered improvements to life.

What you’ll bring to the role

• 8+ years of experience in customer support, with at least 3 years in a leadership role managing managers and fostering high-performing teams.
• Proven ability to balance operational rigor with team development and customer advocacy.
• Proven experience in optimizing and scaling customer support operations for B2C products.
• Strong understanding of support technologies, including ticketing systems, automation, and self-service tools.
• Excellent leadership, communication, and problem-solving skills.
• Data-driven mindset with a track record of using analytics to enhance support efficiency and customer satisfaction.

Preferred Skills:

• Strong understanding of Front CX Platform.
• Experience working in technology, SaaS, or digital product environments.
• Familiarity with multiple user profiles (students, enterprise, government, academic).
• Familiarity with customer self-service models and AI-driven support solutions.
• Understanding of customer engagement and retention strategies.

Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

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

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

You did not find what you are looking for?

We are looking forward to your speculative application.