Customer Support Specialist

Department: Customer

Employment Type: Full Time

Location: USA, East Coast (Home based)

Description

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. Want to join us?

Your new role

Digital Science is dedicated to putting customers at the heart of everything we do. Overleaf and Writefull, two of our leading research software platforms, empower academic authors, students, and institutions to produce high-quality research outputs through collaborative writing and advanced AI language tools.

As a Customer Support Specialist, you will be the first line of support for users of both platforms. You will assist individual researchers, students, and institutional clients via email, ensuring prompt and empathetic help. You will also contribute to internal documentation, knowledge sharing, and collaboration across functions. This is a fantastic opportunity for someone early in their support career who is enthusiastic about helping users, learning new technologies, and contributing to meaningful research products.

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

• Deliver professional, timely, and empathetic email-based support for Writefull and Overleaf users. 
• Raise, track, and follow up on support tickets in our online support system. 
• Escalate complex issues to senior team members or engineering/product colleagues as needed. 
• Maintain and improve internal and user-facing documentation and FAQs. 
• Stay up to date with new features and known issues, especially within Writefull’s rapidly evolving AI feature set. 
• Collaborate with Product, Engineering, and Sales teams to ensure accurate communication of user feedback and edge cases. 
• Participate in team meetings and contribute ideas to improve workflows, tooling, or support processes.

What you’ll bring to the role

• Excellent written English and strong communication skills. 
• A tactful, empathetic, and patient approach to customer support. 
• Strong problem-solving and troubleshooting skills. 
• Demonstrated ability to learn and explain technical subjects to a non-technical audience. 
• Ability to work remotely and effectively as part of a distributed team. 
• Availability during core support hours (typically 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. 
• Interest in or exposure to academic publishing or higher education environments. 

Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

Our vision and 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 

We're an equal opportunity employer. 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.