Product Support Specialist

Product Support Specialist 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 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. 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 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 want to build amazing relationships with our users. 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. Your responsibilities Support clients in a specific region or sector with onboarding assistance, tailored virtual training sessions, regular check‑ins, and proactive engagement to increase usage. Deliver friendly, timely responses to customer support requests – handling everything from simple access issues to in‑depth questions about our data. Create, update, and collaborate on customer education resources, working closely with the E&S team and the wider Overton team. Keep our CRM (Pipedrive) up to date and maintain accurate records of client contract details and interactions. Support client renewal communications and ensure a smooth renewal process. Develop a deep understanding of the Overton platform – data, usage and interesting use cases. Act as a bridge between our users and the rest of the company, sharing feedback and requirements in product development discussions, helping prioritise new features. Collaborate closely with colleagues on projects and company‑wide initiatives. How we work We have many clients in the Americas who need training sessions during their working day (UK afternoon/evening). For this role, we look for someone UK‑based willing to work flexible hours, offering evening slots 2–3 times per week. You set your own meeting times, delivering sessions in the early or late evening as best suits you, but you must remain flexible. We can consider different working patterns: 9‑5 with evening call adjustments; 9‑12 & 4‑9; 12‑8. Some team members work from our London Euston office (free gym, roof terrace, snacks) and come in 2 days per week. The rest work remotely within the UK or elsewhere. For this role, you can work hybrid or remote within the UK. We collaborate using Slack, video calls and regular all‑company meetings; we meet in London a few times a year and have a yearly retreat in Europe. Requirements 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 – e.g., 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. Benefits A supportive, friendly work environment within a company that cares about its team and its impact (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. 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. Enhanced family leave and pay policies including: After 6 months’ service, 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, 90% of normal basic pay for 6 weeks of paternity leave. With no minimum length of service, up to 6 weeks’ paternity leave, including 2 weeks paid at 90% of normal basic pay. How we hire 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. We’ll schedule an initial 15‑minute call to discuss the role, your experience and your situation. The first interview will be about an hour long and online. For the second interview we’ll ask you to prepare a 20‑minute presentation to the team, with 10 minutes for questions afterwards. Seniority level Entry level Employment type Full‑time Job function Other Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Overton by 2x #J-18808-Ljbffr