Overton

Product Support Specialist

Overton

part-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £45,000 - £55,000 per year

About the role

  • 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.

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 — 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
Benefits
  • 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
  • Enhanced family leave and pay policies including:
  • - 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisdata visualizationvirtual training designcustomer education material creationCRM managementwebinar deliveryevidence use in policymakingbibliometrics awareness
Soft Skills
customer experienceuser needs anticipationcomplex concept explanationpublic speakingorganizational skillsattention to detailself-motivationteam collaborationcreativitycommitment to continuous learning