Product Support Specialist - Institutions

Opus 2; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in legal technology is seeking a Product Support Specialist for Institutions. In this role, you'll be the primary product expert, ensuring high client satisfaction through expert support and tailored training. You'll manage client relationships, provide proactive support, and contribute to product development based on client feedback. Join a dynamic team committed to delivering exceptional service and fostering client success.

Benefits

Contributory pension plan

26 days annual leave

Health insurance

Loyalty Share Scheme

Enhanced maternity and paternity leave

Employee Assistance Programme

Electric Vehicle Salary Sacrifice

Cycle to Work Scheme

Calm and Mindfulness sessions

A day off for charity volunteering or dependent care

Qualifications

• At least 2 years in product support or customer success roles.
• Experience delivering training and workshops.

Responsibilities

• Serve as the primary product expert for Institutions clients.
• Provide expert-level support and consulting to client support teams.
• Facilitate onboarding and training of client support staff.

Skills

Client Relationship Management

Communication

Time Management

Tools

Zendesk

Jira

FreshDesk

Job description

Job Title: Product Support Specialist - Institutions

As a Product Support Specialist - Institutions, you will serve as the primary product expert and relationship manager for our Institutions client base. Your role involves providing advanced product guidance, ensuring SLAs are met across all support interactions, and acting as a trusted advisor to client support teams.

This position bridges client enablement and internal accountability by facilitating tailored product training, managing ongoing client engagement through visits and calls, and providing strategic feedback to Product Management. With in-depth knowledge of the Institutions solution, you'll ensure exceptional, proactive support and contribute to shaping future product developments based on real-world use.

What you'll be doing

1. Serve as the primary product expert and point of contact for Institutions clients, managing relationships and ensuring high satisfaction.
2. Provide expert-level support and consulting to client support teams (L1) via phone, email, on-site visits, and virtual sessions.
3. Facilitate onboarding and training of client support staff to handle routine issues independently.
4. Monitor ticket queues to meet SLA targets, escalating internally when necessary.
5. Collaborate with the Product Support Manager - EMEA and internal teams for coordinated service delivery.
6. Collect and document client feedback, feature requests, and usability issues, relaying them clearly to Product Management.
7. Lead or support training sessions, product demonstrations, and refresher courses for clients.
8. Advocate for client needs within the business, promoting best practices and product adoption.
9. Maintain accurate records of client interactions, visits, and support metrics.
10. Act as a subject matter expert (SME) for the Institutions product, continuously expanding your knowledge.

What we're looking for in you

• At least 2 years of experience in product support, customer success, or client-facing roles, preferably in SaaS or legal tech.
• Strong client relationship management skills to build trust across various stakeholder levels.
• Experience delivering training, workshops, or onboarding sessions, in-person or virtual.
• Excellent communication skills, both written and verbal, for support and client interactions.
• Ability to manage multiple priorities while ensuring SLA compliance.
• Familiarity with helpdesk/ticketing systems like Zendesk, Jira, or FreshDesk.
• Confidence in gathering and communicating product feedback and usability challenges.
• Self-motivated with good time management and follow-through abilities.
• Willingness to travel for client meetings and training as needed.
• Passion for legal technology and delivering value to Institution clients.

Working for Opus 2

Opus 2 is a global leader in legal software and services, trusted by top legal teams worldwide. We foster a culture where our people are our greatest asset. Benefits include:

• Contributory pension plan
• 26 days annual leave, flexible working, and length of service entitlements
• Health insurance
• Loyalty Share Scheme
• Enhanced maternity and paternity leave
• Employee Assistance Programme
• Electric Vehicle Salary Sacrifice
• Cycle to Work Scheme
• Calm and Mindfulness sessions
• A day off for charity volunteering or dependent care
• Modern office space and social events