{"id":595970,"url":"https://alion.io/job/digital-science-customer-support-specialist-overleaf-papers-ai","title":"Customer Support Specialist, Overleaf & Papers AI","company":{"id":37751,"name":"Digital Science","domain":"digital-science.com","url":"https://alion.io/company/digital-science","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":106000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Stripe","optional":false}],"status":"live","first_seen_at":"2026-09-09T15:44:23Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-27T01:32:43Z","board_verified":true,"closed_at":null,"days_open":47,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":46},"description":"About us\n\nWe are Digital Science and we are advancing the research ecosystem.\nWe 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. Want to join us?\n Your new role\n 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.\nThe 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\ntool. 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.\nPlease note - due to business need, we can only accept applications from candidates who reside in the UK where we have an established legal entity.\nIf you apply from outside of this area, your application will not be considered.\nPlease be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.\nWhat you’ll be doing\nProvide timely, professional, and empathetic email-based support to B2C and B2B users of both Overleaf and Papers AI.\nHandle billing inquiries for both products (e.g., Stripe-based subscriptions), escalating complex billing or account issues as needed.\nMaintain 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.\nLog bug reports to Product and Engineering with clear, reproducible detail.\nAdhere to and refine Overleaf’s established support processes, and help shape a first support playbook for Papers AI as ticket patterns emerge.\nCollaborate cross-functionally with Product, Engineering, Sales, Marketing, Customer Engagement, and Finance teams to support individual users, institutional clients, and enterprise customers across both products.\nMonitor support trends and user feedback across both products, and proactively surface patterns that show up.\nWhat you’ll bring to the role\nRequired Qualifications & Skills\nExcellent written and verbal communication skills for engaging with customers and internal teams.\nFluency in English, with strong attention to detail and clarity.\nStrong problem-solving skills and the ability to troubleshoot technical issues efficiently, across products with different levels of process maturity.\nComfort 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.\nExperience in a customer service or support role, preferably within a SaaS platform.\nAbility to quickly learn and explain technical subjects to users of varying expertise levels, across more than one product at a time.\nComfortable working remotely and independently while collaborating with a distributed team.\nPreferred Qualifications\nFamiliarity with LaTeX, Overleaf, or similar markup languages and authoring tools.\nFamiliarity with AI-assisted writing or research tools, or a general interest in AI-powered research software.\nExperience using Front or other customer service management systems.\nKnowledge of SaaS billing platforms such as Stripe.\nExperience working remotely in a distributed team environment.\nUnderstanding of academic publishing and the needs of researchers and institutions.\nExperience supporting more than one product at once, or building support documentation and processes from scratch for an early-stage product.\nWe'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.\nDon'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.\nLiving our Values\nWe invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.\n\nThe talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:\n\nWe are brave in the pursuit of better\nWe are collaborative and inclusive\nWe are always open-minded\nWe are from and for the community\nAt 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.\n\nWe 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.\n\nAs 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.","description_format":"text","description_chars":6540,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","AI for Science","Scientific & Lab Software"],"lifecycle":[{"event":"open","at":"2026-09-10T15:44:23Z"},{"event":"close","at":"2026-09-22T15:39:39Z"},{"event":"reopen","at":"2026-10-16T15:24:00Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.437,"p_room":0.35,"age_days":46,"expected_fill_days":19,"reasons":["conf:3","win:tail"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/digital-science-customer-support-specialist-overleaf-papers-ai","json_url":"https://alion.io/job/digital-science-customer-support-specialist-overleaf-papers-ai.json","meta":{"generated_at":"2026-10-27T03:02:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2494,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":37751},"rest":"https://alion.io/mcp/rest/get_company?id=37751"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdigital-science-customer-support-specialist-overleaf-papers-ai"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdigital-science-customer-support-specialist-overleaf-papers-ai"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdigital-science-customer-support-specialist-overleaf-papers-ai"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/digital-science-customer-support-specialist-overleaf-papers-ai\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdigital-science-customer-support-specialist-overleaf-papers-ai"}]}