Customer Support Specialist, Overleaf & Papers AI

🕒 September 10

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Digital Science

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🔬 Science

📚 Education

🏢 Enterprise

Science • Education • Enterprise

Digital Science is a company dedicated to enhancing the research lifecycle through innovative technology solutions. They aim to make research processes more efficient, data more effective, and collaboration more seamless, thus driving progress in academic and industry settings. Their product portfolio includes services such as Altmetric, Dimensions, Figshare, Overleaf, and more, which support various research stages from data management to publication. They focus on advancing open and responsible research while maintaining partnerships across academic, governmental, and industrial sectors. Digital Science actively contributes to the evolution of open access and research integrity standards.

📋 Description

• Provide timely, professional, and empathetic email-based support to B2C and B2B users of Overleaf and Papers AI • Handle billing inquiries for both products, including Stripe-based subscriptions, and escalate complex billing or account issues • Maintain and improve Overleaf’s documentation and knowledge base • Build Papers AI user-facing help content as common issues emerge • Log clear, reproducible bug reports to Product and Engineering • Adhere to and refine Overleaf’s support processes • Help create a support playbook for Papers AI as ticket patterns emerge • Collaborate with Product, Engineering, Sales, Marketing, Customer Engagement, and Finance teams • Support individual users, institutional clients, and enterprise customers • Monitor support trends and user feedback across both products • Proactively surface recurring patterns

🎯 Requirements

• Excellent written and verbal communication skills • Fluency in English • Strong attention to detail and clarity • Strong problem-solving skills • Ability to troubleshoot technical issues efficiently • Comfort working through ambiguity • Experience in a customer service or support role, preferably within a SaaS platform • Ability to quickly learn and explain technical subjects to users with varying expertise levels • Comfortable working remotely and independently while collaborating with a distributed team • 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 • Openness to experiment and adapt with AI tools

🏖️ Benefits

• Equal opportunity employment commitment • Inclusive workplace where every individual feels valued and belongs • Support for diversity, inclusion, and employee wellbeing • Fully remote work arrangement • Opportunity to work on innovative research technologies and products • Collaborative and distributed team environment