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Digital Science
Digital Science Customer Support Specialist, Overleaf & Papers AI Recruitment 2026: Apply Online
Customer Support Specialist, Overleaf & Papers AI
Experience Required
Entry Level to Mid-Level
Salary / Package
Competitive
Work Mode
Remote
Openings
Not Specified
Job Overview
Digital Science is seeking a dedicated and tech-savvy Customer Support Specialist to join our team, supporting both Overleaf and Papers AI. In this role, you will deliver exceptional, empathetic email-based support to a diverse global user base of researchers, students, and institutional clients. You will manage billing inquiries via Stripe, document recurring issues, and help establish support playbooks for our emerging AI tools from scratch. Collaborating closely with Product, Engineering, and Marketing, you will serve as the voice of the user to drive continuous product improvement.
Key Job Details
| Company Name | Digital Science |
| Job Role | Customer Support Specialist, Overleaf & Papers AI |
| Experience | Entry Level to Mid-Level |
| Salary Range | Competitive |
| Job Type | Full-time |
| Work Mode | Remote |
| Openings | Not Specified |
| Job Location | United Kingdom (Remote) |
Key Responsibilities
- Provide timely, professional, and empathetic email-based support to B2C and B2B users of Overleaf and Papers AI.
- Handle billing inquiries and Stripe-based subscription management, escalating complex issues as needed.
- Maintain Overleaf documentation and build Papers AI user-facing help content from scratch.
- Log bug reports to Product and Engineering with clear, reproducible details.
- Help shape the initial support playbook for Papers AI as ticket patterns emerge.
- Collaborate cross-functionally with Product, Engineering, Sales, Marketing, Customer Engagement, and Finance.
- Monitor support trends and user feedback to proactively surface recurring patterns.
Requirements & Qualifications
- Excellent written and verbal communication skills with full English fluency.
- Strong problem-solving skills and technical troubleshooting ability across products.
- Comfort working through ambiguity in an early-stage product environment.
- 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.
- Comfortable working remotely and independently within a distributed team.
Required Skills
- LaTeX and markup authoring tools
- SaaS Billing Platforms (Stripe)
- Customer Service Management Systems (Front)
- Technical Troubleshooting and Documentation
- AI-Assisted Research Software Familiarity
About Digital Science
Digital Science is a technology company serving the needs of scientific and research communities globally, offering innovative solutions including Overleaf and Papers AI to accelerate research productivity.
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Frequently Asked Questions
Q: What is the role offered?
A: Digital Science is hiring a Customer Support Specialist for Overleaf & Papers AI.
Q: What is the job location?
A: The position is remote within the United Kingdom.
Q: What experience is required?
A: Experience in a customer service or support role, preferably within a SaaS platform and familiarity with LaTeX.
Q: What are the core duties?
A: Providing email support, handling Stripe billing inquiries, documenting knowledge bases, and logging bug reports.
Q: How to apply for this job?
A: Candidates can apply online through the direct LinkedIn application link provided in the job notification.
Disclaimer: This job post is prepared by collecting data from the official career page of Digital Science. We are not direct recruiters or representatives. Candidates should carefully review the requirements and policies on the company’s portal before initiating an application.