.Overleaf Customer Support Specialist Department: Client SupportEmployment Type: Full TimeLocation: US, East Coast / Europe, RemoteDescription We are Digital Science and we are advancing the research ecosystem. 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.Help shape the future of research writing with Overleaf, part of Digital Science. Together, we believe in better, open, collaborative and inclusive research.More about OverleafOverleaf is the scientific and technical writing platform loved by over 16 million users around the world. It's a LaTeX editor that's easy enough for beginners and powerful enough for TeXperts. Using Overleaf, anyone can write smarter—creating complex, beautifully formatted documents with ease. It lets users collaborate easily with colleagues, track changes in real-time, write in LaTeX code or a visual editor, and work anywhere, on any device. Over 500,000 people use Overleaf every day, and we host over 100 million user-created projects.This role is currently only open to candidates based in the UK, Germany, Spain, Romania, or US (Eastern time zone preferred).What you'll be doing Your responsibilities will include:Providing prompt and professional end-user Overleaf email-based support both for our B2C and B2B customers and users; Contributing to themaintenance of our internal and user-facing documentation along with other education and training materials; Following established processes, and helping to improve them; Working closely with our Product and Engineering teams to improve the Overleaf platform; Working closely with our Sales, Marketing, Customer Success, and Finance teams to support end-user, institutional, and enterprise customers; Gaining familiaritywith tools and technologies vital to our users' daily work such as LaTeX, reference managers, Git, GitHub, Dropbox, and R.As part of the Customer Services team at Overleaf, you will be helping to make Overleaf the go-to place for scientific writing.What you'll bring to the role Excellent communication skills for collaborating internally across teams and directly with our customers; Written and verbal fluency in English; Strong problem-solving skills; Experience in a customer service or support role for a SaaS platform; Willingness and ability to learn new technologies and a talent for explaining technical subjects to others; Comfort in working remotely; Availability in ourcore hours, 2pm–5pm UK time