Overleaf Customer Support Specialist

Overleaf Customer Support Specialist

Department: Customer

• Employment Type: Full Time
• Location: Germany (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

Overleaf, our widely used scientific and technical writing platform, serves over 20 million researchers, students, and institutions worldwide. Our goal is to provide exceptional support, empower users through self-service resources, and continuously improve the Overleaf experience.

As an Overleaf Customer Support Specialist, you will be a key part of our Customer Success team, delivering high-quality support to both individual users and large institutions. You will assist users via email, contribute to our knowledge base, and work cross-functionally with Product, Engineering, Sales, and Marketing teams to ensure customer needs are met. Your work will enhance user satisfaction and drive continuous platform improvements.

Please note - due to business need, we can only accept applications from candidates who reside in the following locations where we have established legal entities: UK, Spain, Germany and Romania.

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.
• Maintain and improve internal and user-facing documentation, educational resources, and training materials.
• Adhere to and refine established support processes to improve efficiency and effectiveness.
• Collaborate with Product and Engineering teams to communicate user feedback and contribute to platform enhancements.
• Work closely with Sales, Marketing, Customer Success, and Finance teams to support individual users, institutional clients, and enterprise customers.
• Develop expertise in technologies crucial to Overleaf users, such as LaTeX, reference managers, Git, GitHub, Dropbox, and R.

What You’Ll Bring To The Role

• 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.
• 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.
• Comfortable working remotely and independently while collaborating with a distributed team.
• Availability during core support hours (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.
• 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.

This role is an exciting opportunity to make a meaningful impact in the research and education community by helping users maximize their experience with Overleaf. If you’re passionate about customer success, problem-solving, and technology, we’d love to hear from you!

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.