Customer Support Specialist, Overleaf & Papers AI

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Deliver prompt, professional, and compassionate email support to both B2C and B2B users of Overleaf and Papers AI.

• Address billing inquiries, including those related to Stripe subscriptions, and escalate complex billing or account issues as needed.

• Enhance and maintain Overleaf documentation and the knowledge base.

• Develop user-facing help content for Papers AI as common issues arise.

• Record clear and reproducible bug reports for the Product and Engineering teams.

• Adhere to and improve Overleaf's support processes.

• Assist in creating an initial support playbook for Papers AI.

• Collaborate across Product, Engineering, Sales, Marketing, Customer Engagement, and Finance teams.

• Provide support to individual users, institutional clients, and enterprise customers.

• Track support trends and user feedback for both products.

• Identify and highlight recurring patterns proactively.

⛳️ Requirements

• Exceptional written and verbal communication abilities.

• Proficiency in English with a keen eye for detail and clarity.

• Strong problem-solving capabilities and efficiency in troubleshooting technical issues.

• Comfort in navigating ambiguity within an early-stage product environment.

• Previous experience in a customer service or support role, ideally in a SaaS platform.

• Capability to quickly learn and articulate technical subjects to users with varying levels of expertise.

• Aptitude for working remotely and independently while engaging with a distributed team.

• Knowledge of LaTeX, Overleaf, or similar markup languages and authoring tools is preferred.

• Familiarity with AI-assisted writing or research tools is preferred.

• Experience using Front or similar customer service management systems is preferred.

• Understanding of SaaS billing platforms like Stripe is preferred.

• Previous experience working remotely in a distributed team context is preferred.

• Insight into academic publishing and the needs of researchers and institutions is preferred.

• Experience supporting multiple products or building support documentation and processes from the ground up for an early-stage product is preferred.

• Willingness to experiment with and adapt AI tools.

🏝️ Benefits

• Commitment to equal opportunity employment.

• An inclusive workplace culture where every individual feels valued and included.

• Support for diverse perspectives, experiences, and ideas.

• Fully remote work arrangement.