Staff Product Designer, Consumer Money
Gusto
Product Specialist
Digital Science
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Familiarity with LaTeX, Overleaf, or similar markup languages and authoring tools.
- Experience in a customer service or support role within a SaaS platform.
- Excellent written and verbal communication skills.
- Fluency in English, with strong attention to detail and clarity.
- Strong problem-solving skills and ability to troubleshoot technical issues efficiently.
- 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).
- Due to business requirements, applicants must currently reside in the U.S. (West Coast or willing to work West Coast hours) or Australia.
- Preferred: Experience using Front or other customer service management systems.
- Preferred: Knowledge of SaaS billing platforms such as Stripe.
- Preferred: Experience working remotely in a distributed team environment.
- Preferred: Understanding of academic publishing and the needs of researchers and institutions.
