Product Specialist

• Deliver timely, professional, and empathetic email-based support to B2C and B2B users of Overleaf and Writefull.
• Assist users via email and contribute to the knowledge base and user-facing documentation.
• Maintain and improve internal and 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 user-relevant technologies such as LaTeX, reference managers, Git, GitHub, Dropbox, and R.
• Support continuous platform improvements and enhance user satisfaction through cross-functional work.

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