At a Glance
- Tasks: Provide empathetic support to users of Overleaf and Papers AI, enhancing their experience.
- Company: Join Digital Science, a pioneering tech company transforming the research ecosystem.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with a commitment to innovation and community.
- Why this job: Be part of a mission-driven team making research more open and collaborative.
- Qualifications: Strong communication skills and problem-solving abilities; customer service experience preferred.
The predicted salary is between 27000 - 33000 £ per year.
About us
We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team.
Your new role
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.
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
Required Qualifications & Skills
- 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.
Preferred Qualifications
- 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.
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.
Customer Support Specialist, Overleaf & Papers AI employer: Digital Science
Digital Science is an exceptional employer that prioritises a collaborative and inclusive work culture, making it an ideal place for innovative individuals to thrive. As a Customer Support Specialist, you'll have the opportunity to engage with a diverse global community while contributing to cutting-edge research tools like Overleaf and Papers AI. With a strong commitment to employee growth and a supportive environment, Digital Science empowers its team members to explore their potential and make a meaningful impact in the research ecosystem.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist, Overleaf & Papers AI
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Digital Science. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Digital Science before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist, Overleaf & Papers AI
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Digital Science:Your cover letter is your chance to shine! Tell us why you want to work at Digital Science specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Digital Science!
How to prepare for a job interview at Digital Science
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
