Customer Support Specialist, Overleaf & Papers AI

Digital Science • New York, NY

10d • Remote

About The Position

Digital Science is dedicated to putting customers at the heart of everything we do. Our portfolio spans products at different stages of maturity — from Overleaf, our widely used scientific and technical writing platform that serves over 30 million researchers, students, and institutions worldwide, to Papers AI, one of our newest research software products, which launched on July 29, 2026 and is growing quickly. Our goal is to provide exceptional support, empower users through self-service resources, and continuously improve the experience across both products.

The Customer Support Specialist role is the connective tissue between two products within Digital Science: Overleaf, our mature, widely-used scientific and technical writing platform built around LaTeX and collaborative authoring, and Papers AI, our newest AI-powered research and writing tool. You'll deliver hands-on, empathetic support to Overleaf's global base of researchers and institutions, and to Papers AI's early adopters, still shaping its support experience as it grows.

Please note - due to business need, we can only accept applications from candidates who reside in the UK and the US where we have established legal entities.

If you apply from outside of these areas, your application will not be considered.

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.

Requirements

• 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.

Nice To Haves

• Familiarity with LaTeX, Overleaf, or similar markup languages and authoring tools.
• Familiarity with AI-assisted writing or research tools, or a general interest in AI-powered research software.
• Experience using Front or other customer service management systems.
• Knowledge of SaaS billing platforms such as Stripe.
• Experience working remotely in a distributed team environment.
• Understanding of academic publishing and the needs of researchers and institutions.
• Experience supporting more than one product at once, or building support documentation and processes from scratch for an early-stage product.
• 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.

Responsibilities

• 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.

Benefits

• 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.
• 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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed