Customer Support Specialist

We’re Digital Science, a pioneering tech company driving innovation in the research ecosystem. With a vision of a trusted, collaborative, and open research environment, we’re seeking passionate individuals to join our team. At Overleaf, our scientific writing platform used by millions, we’re looking for a Customer Support Specialist to make a real impact!

About Us

We are Digital Science, advancing the research ecosystem with innovative technologies. Our vision is a future where trusted and collaborative research drives progress for all. We believe in better, open, collaborative, and inclusive research.

Your New Role

Overleaf serves over 20 million researchers, students, and institutions worldwide. As a Customer Support Specialist, you’ll deliver high-quality support, empower users, and drive platform improvements.

Job Details

Job Type: Full Time

Firm: Digital Science (Overleaf)

Location: UK (Remote)

Open to: UK, Spain, Germany, and Romania residents

Work Schedule: Fully remote, with core hours (2 PM–5 PM UK time)

Language: English

What You’ll Be Doing

• Provide timely, professional, and empathetic email-based support to B2C and B2B users
• Maintain and improve internal and user-facing documentation, educational resources, and training materials
• Collaborate with Product and Engineering teams to communicate user feedback and contribute to platform enhancements
• Work closely with Sales, Marketing, Customer Success, and Finance teams to support individual users, institutional clients, and enterprise customers
• Develop expertise in technologies crucial to Overleaf users, such as LaTeX, reference managers, Git, GitHub, Dropbox, and R

What You’ll Bring to the Role

• 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
• 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
• Comfortable working remotely and independently while collaborating with a distributed team
• Availability during core support hours (2 PM–5 PM UK time)

Preferred Qualifications

• Familiarity with LaTeX, Overleaf, or similar markup languages and authoring tools
• 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

Application Process

To apply for the Overleaf Customer Support Specialist role, please submit your application through the designated application portal. Applications will be reviewed on an ongoing basis, and suitable candidates may be contacted as they apply.

Please ensure that you meet the location eligibility requirements before submitting your application, as applications from outside the listed regions cannot be considered. Due to the high level of interest in this role, the position may close early once sufficient applications have been received, so early submission is encouraged.

If your application is shortlisted, you will be contacted with details of the next steps in the recruitment process. Digital Science is committed to providing a fair, transparent, and inclusive hiring experience for all candidates.

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