Product Specialist

Product Specialist - Overleaf

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 roleOverleaf, 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 Product 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 be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.

Please note - due to business need, we can only accept applications from candidates who live in the following locations:

• East Coast of the US, within EST time zone
• UK
• Spain
• Germany
• Romania

If you apply from outside of these areas, unfortunately your application will not be considered.

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

Required Qualifications & Skills

• 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.
• 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.
• 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.

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

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status