Customer Support Specialist, Overleaf & Papers AI

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

• 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.

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

• 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

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.