Product Support Specialist

Overton; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A socially conscious startup is seeking a Product Support Specialist to enhance user engagement and support. You'll provide onboarding and training for clients, analyzing feedback to shape our platform. The role allows for flexible working hours within the UK, making evening training sessions possible. Ideal candidates have a strong background in working with academic audiences, excellent communication skills, and a passion for customer experience. Competitive salary and benefits available.

Benefits

BUPA private health insurance

28 days annual leave plus bank holidays

6% employer pension contribution

Free gym and snacks

New Mac laptop provided

Qualifications

• Experience designing and delivering virtual training sessions.
• Experience creating customer education materials or user guides.
• Experience analysing or visualising data is an asset.

Responsibilities

• Provide onboarding assistance and tailored virtual training sessions.
• Deliver timely responses to customer support requests.
• Update and collaborate on customer education resources.
• Maintain accurate records in the CRM (Pipedrive).
• Support client renewal communications.

Skills

Passionate about helping clients

Experience working with academic audiences

Strong ability to anticipate user needs

Creative and proactive

Highly organised with attention to detail

Job description

UK Remote role or London based, hybrid

Full time or Part time (4 days per week) worked flexibly to accommodate evening meetings with clients in the Americas - we are open to different working patterns that might suit you

About Us

Overton is a socially conscious startup focused on making government policy more transparent: we help researchers, journalists and the public to see the evidence and influences behind real world guidelines, laws and regulations.

Want to see the research behind national climate change plans, or how different countries are tackling anti-microbial resistance? Overton is where you go.

Our customers range from UN & EU agencies to think tanks, big charities and dozens of universities. Our primary product is a large, searchable database of government policy that we text mine to pull out topics, links to academic papers, people and more, called Overton Index. We’ve also have Overton Engage, which tracks opportunities for researchers to engage with policymakers.

The team is experienced, friendly and genuinely cares about the space. We’re growing quickly and we want to make sure that we’re building amazing relationships with our users and supporting their needs. That’s where you come in…

Your new role

We’re looking for an enthusiastic Product Support Specialist to join our Engagement and Support team. You will help our clients make the most of their Overton subscriptions by providing comprehensive onboarding, training and ongoing user support. You’ll be a vital bridge between our user community and the wider Overton team - collecting, analysing and sharing feedback to help shape our platforms and increase user engagement.

We’re looking for people who have experience working with academic audiences and enjoy helping a wide range of stakeholders through customer education and support. Previous experience or knowledge of bibliometrics, scholarly communications, academic publishing, or the policy sector would be a strong asset!

Your responsibilities

• You’ll support our clients in a specific region or sector by providing onboarding assistance, tailored virtual training sessions, regular check-ins, and proactive engagement to help increase usage or uptake when needed.
• You’ll deliver friendly, timely responses to customer support requests — handling everything from simple access issues to in-depth questions about our data.
• You’ll create, update, and collaborate on customer education resources, working closely with both the E&S team and the wider Overton team.
• You’ll keep our CRM (Pipedrive) up to date, ensuring we maintain accurate records of client contract details and our interactions with them.
• You will support client renewal communications - ensuring a smooth renewal process.
• You’ll develop a deep understanding of the Overton platform — particularly the data it collects and how clients use it while keeping track of interesting use cases, user projects, and research.
• You’ll act as a bridge between our users and the rest of the company, sharing their feedback and requirements in product development discussions, helping to prioritise new features, and contributing to the platform’s evolution in real time.
• You’ll collaborate closely with colleagues on projects and company-wide initiatives as needed.

How we work

We have a growing number of clients in the Americas who need training sessions delivered during their working day (which is the UK afternoon and evening).

For this role, we’re looking for someone UK-based who is willing to work flexible hours in order to offer meeting slots during the evening, probably 2‑3 times per week. You book your own meeting times so you can choose to deliver them in the early or late evening as best suits you, but you will need to be a bit flexible depending on requirements.

We can consider different working patterns to suit you - for example:

• working 9-5 but adjusting hours on days when you have an evening call
• splitting hours eg 9-12 & 4-9
• shifting hours later eg 12-8

Some of the team work from our London Euston office (with a free gym, a roof terrace and lots of snacks!) and we come in 2 days per week. The rest of the team work remotely within the UK or elsewhere. For this role, you can work hybrid or remote within the UK.

We are a small team and mainly collaborate using Slack, video calls and regular all-company meetings to see each other in person. We meet in London a few times a year, and once a year the whole team gathers for a company retreat somewhere in Europe.

How we hire

1. Apply via Workable with your CV and a non-generic cover letter that explains why you are right for this role and why it interests you.

2. We’ll schedule an initial 15-minute call to discuss the role, your experience and your situation, to see if it seems like a good fit.

3. The first interview will be about an hour long and will be online.

4. For the second interview we’ll ask you to prepare a 20 minute presentation to the team, with 10 minutes for questions afterwards.

We are reviewing applications on a rolling basis and would like to hire into this role ASAP, so please get in touch as soon as possible if you’re interested.

• Passionate about helping clients and delivering an excellent customer experience
• Enthusiastic about improving the use of evidence in policymaking
• Awareness of research impact and/or the bibliometrics landscape; direct experience in this area is a strong advantage
• Experience working with academic audiences — for example, in a university library, research office, academic publisher, research funder, or similar setting
• Experience designing and delivering virtual training sessions, including webinars
• Experience creating customer education materials or user guides
• Strong ability to anticipate user needs and explain complex concepts simply
• Confident presenting to both public and senior audiences
• Highly organised with strong attention to detail
• Self-motivated and comfortable working independently or as part of a close-knit team
• Creative and proactive — full of ideas to enhance the customer experience
• Curious and committed to continuous learning

Not required but would be an asset

• Experience analysing or visualising data
• Fluency in multiple languages, particularly Spanish or Portuguese

• A supportive, friendly work environment within a company that cares about its team and its impact on the world (we are accredited by the Living Wage Foundation and the FSB Good Business Charter and we’re net zero!)
• The chance to have a real, customer facing impact on the product and team from your first week here
• Competitive salary, dependent on experience and location
• We’ll provide a new Mac laptop
• Annual leave entitlement of 28 days per year plus bank holidays
• BUPA private health insurance
• 6% employer pension contribution
• • After 6 months’ service, we’ll pay 90% of normal basic pay for the first 3 months of maternity leave and shared parental leave (less any taken as maternity/paternity leave)
  • After 6 months’ service, we’ll pay 90% of normal basic pay for 6 weeks of paternity leave
  • With no minimum length of service, you can take up to 6 weeks’ paternity leave, including 2 weeks paid at 90% of normal basic pay.