Customer Support Specialist – Overleaf & Papers AI – Delivering Exceptional Technical & Billing Support for Global Research Community

About brighthush

brighthush is a trailblazing technology company that is redefining the research ecosystem. With a portfolio that spans from the world‑class scientific writing platform Overleaf—used by more than 30 million researchers, students, and institutions worldwide—to the cutting‑edge AI‑powered research assistant Papers AI, brighthush is at the forefront of empowering scholars to write, collaborate, and publish with unprecedented speed and clarity.

Our vision is simple yet ambitious: to create a future where research flows seamlessly, transparently, and inclusively. We believe that the best science emerges when ideas are shared openly, when tools are designed with the user in mind, and when diverse perspectives are celebrated. To achieve this, we invest in innovative products, nurture a culture of curiosity, and build teams that are as dynamic as the problems we solve.

Why Join brighthush?

At brighthush, you will be part of a global community that is shaping the next generation of research software. You will work alongside product designers, engineers, data scientists, and marketing specialists who are passionate about making research more efficient and accessible. Our remote‑first culture means you can collaborate with colleagues across time zones while enjoying the flexibility to work from wherever you thrive.

We are committed to diversity, equity, and inclusion. We actively encourage candidates from under‑represented groups to apply, knowing that a rich mix of voices fuels innovation and drives better outcomes for our users.

About the Role

The Customer Support Specialist is the connective tissue between two of brighthush’s flagship products: the mature, LaTeX‑based collaborative writing platform Overleaf and the nascent, AI‑powered research assistant Papers AI. You will provide empathetic, timely support to a global base of researchers, students, and institutional partners, while also helping to shape the support experience for Papers AI’s early adopters.

Because the role spans both products, you will be the go‑to expert for a wide range of technical and billing inquiries, and you will play a pivotal role in building and refining our knowledge base, support playbooks, and customer success metrics.

Key Responsibilities

• Email‑Based Support: Deliver professional, empathetic, and timely responses to B2C and B2B users across both Overleaf and Papers AI.
• Billing & Subscription Management: Handle Stripe‑based subscription inquiries, troubleshoot account issues, and coordinate with Finance for escalations.
• Documentation & Knowledge Base: Maintain and enhance Overleaf’s existing documentation, and create user‑friendly help content for Papers AI from the ground up.
• Bug Reporting: Log detailed, reproducible bug reports to Product and Engineering, ensuring clear communication of the issue and its impact.
• Process Improvement: Adhere to Overleaf’s established support processes while helping to design the first support playbook for Papers AI.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, Sales, Marketing, Customer Engagement, and Finance to resolve complex user issues and gather feedback.
• Monitor support tickets, identify patterns, and proactively surface insights that inform product roadmap and user experience improvements.

Essential Qualifications & Skills

• Communication Excellence: Exceptional written and verbal communication skills in English, with a keen eye for detail and clarity.
• Technical Troubleshooting: Strong problem‑solving abilities, capable of diagnosing and resolving technical issues across products at different maturity stages.
• Adaptability: Comfort working through ambiguity—especially for Papers AI, where playbooks are still evolving.
• Customer‑Centric Experience: Prior experience in a customer service or support role, preferably within a SaaS environment.
• Rapid Learning: Ability to quickly absorb and explain complex technical concepts to users of varying expertise.
• Remote Collaboration: Proven track record of working independently while collaborating effectively with a distributed team.

Preferred Qualifications

• Familiarity with LaTeX, Overleaf, or similar markup and authoring tools.
• Experience with AI‑assisted writing or research tools, or a strong interest in AI‑powered research software.
• Proficiency with customer service management systems such as Front or Zendesk.
• Knowledge of SaaS billing platforms, especially Stripe.
• Experience supporting multiple products simultaneously or building support documentation from scratch.
• Understanding of academic publishing workflows and the needs of researchers and institutions.

Skills & Competencies for Success

• Empathy and patience when dealing with users facing technical challenges.
• Analytical mindset to identify root causes and propose actionable solutions.
• Strong organizational skills to manage a high volume of tickets while maintaining quality.
• Proactive communication—both with users and internal stakeholders—to keep everyone informed.
• Commitment to continuous learning—staying updated on product features, industry trends, and best practices in customer support.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Customer Support Specialist, you will:

• Gain deep product knowledge across two high‑impact platforms.
• Develop expertise in SaaS billing, AI product support, and technical documentation.
• Collaborate with cross‑functional teams, giving you exposure to product strategy, engineering, and marketing.
• Participate in mentorship programs and internal learning tracks focused on AI, cloud technologies, and user experience.
• Have clear pathways to advance into senior support roles, product support engineering, or customer success leadership.

Work Environment & Culture

brighthush thrives on a culture of bravery, collaboration, and openness. We celebrate curiosity and encourage experimentation—especially when exploring how AI can transform research workflows. Our remote‑first model means you can work from anywhere in the UK or the US, where we have established legal entities. We provide:

• Flexible working hours to accommodate global users and team members.
• State‑of‑the‑art collaboration tools (Slack, Zoom, Notion, etc.).
• A supportive, inclusive environment where every voice is heard.
• Regular virtual team events, hackathons, and knowledge‑sharing sessions.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for SaaS support roles.
• Performance‑based bonuses and equity options to share in the company’s success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Professional development budget for courses, conferences, and certifications.
• Wellness programs, including mental health resources and virtual fitness classes.

How to Apply

We are looking for candidates who are naturally curious about AI, comfortable exploring new solutions, and eager to make a tangible impact on the research community. If you meet the essential qualifications and are excited about the opportunity to shape support for both Overleaf and Papers AI, we encourage you to apply today.

Important: brighthush only accepts applications from candidates residing in the UK or the US, where we have established legal entities. Applications from outside these regions will not be considered. We may close the position early if we receive a high volume of applications, so we recommend submitting your application promptly.

Closing Statement

Join brighthush and become a pivotal part of a mission that empowers researchers worldwide. Your expertise will help millions of scholars write, collaborate, and publish more effectively. If you are ready to bring empathy, technical skill, and a passion for innovation to a dynamic, remote‑first team, we can’t wait to hear from you.

Apply now and help us shape the future of research software.