Customer Support Specialist, Overleaf & Papers AI

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.

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.

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.