Zotero Account Support Specialist

Zotero is seeking an Account Support Specialist to join our small, mission-driven team. The Account Support Specialist role is cross-functional, spanning direct user support, institutional account management, and technical writing. A free, open-source software platform for managing research, Zotero is used by millions of researchers, scholars, and students around the world. The successful candidate will play a meaningful part in sustaining a tool that matters to a vibrant global community.

• User Support
  • Serve as the primary point of contact for individual and institutional customers for account and subscription issues, communicating via email.
  • Manage emailed support inquiries, providing answers or directing users to the appropriate support forum.
  • Guide users through Zotero account management tasks.
  • Evaluate and process refund requests and payment inquiries.
• Institutional Account Management
  • Oversee the end-to-end invoicing process for institutional clients.
  • Act as a consultant to help institutional customers select the subscription plan that best fits their needs.
  • Gather necessary billing information, generate accurate invoices, and update subscription statuses upon payment.
  • Periodically flag overdue invoices and follow up as necessary with customers.
• Technical Writing
  • Write, edit, and maintain high-quality help documentation to reduce the need for direct customer support.
  • Develop new documentation for upcoming feature launches to ensure a smooth user rollout.
  • Periodically audit existing guides to ensure they are current and accurate.

• Excellent written communication skills, from professional correspondence to technical documentation
• Strong organizational skills and the ability to manage competing priorities across varied responsibilities
• Clear, level-headed judgment and a solution-oriented approach to problem-solving, including discretion working with data related to customers and billing
• A history of successful collaboration with small teams
• Intermediate to advanced proficiency in office productivity tools like Google Workspace or Microsoft Office
• A background or genuine interest in the humanities, technology, scholarly communications, or cultural heritage

This is a full-time position, with overlap hours between 10 a.m. and 4 p.m. The candidate will need to be onsite at the Digital Scholar offices in Falls Church, VA at least three days a week. The position also includes a competitive and comprehensive benefits package with healthcare and retirement.

Committed to the responsible stewardship of critical open-source infrastructure for the digital humanities, we founded Digital Scholar in 2009 to develop and operate the business models for Omeka and Zotero. Having secured their long-term sustainability and independence, we have since helped launch and sustain a growing family of software projects, including Tropy, Press Forward, and Sourcery. We are a global, distributed team with a headquarters in Falls Church, Virginia.

Review of applications will begin on September 14, 2026