As a Product Support Specialist, you’ll play a key role in helping clients get the most out of our platform. You'll guide new users through onboarding, deliver customized training sessions, and maintain regular contact to support continued adoption and engagement. Your work will ensure clients understand how to leverage the platform’s full capabilities, especially in relation to data interpretation and application.
Key Responsibilities
- Onboard and support clients, particularly in academic and policy-focused sectors
- Lead virtual training sessions tailored to client needs
- Respond promptly and clearly to support inquiries, from basic access issues to complex data questions
- Proactively monitor client engagement and suggest ways to increase platform usage
- Develop and maintain educational materials to improve user understanding
- Update CRM records accurately with client interactions and contract details
- Assist in renewal communications to support long-term client relationships
- Act as a liaison between users and internal teams, especially product development
- Share user insights and feedback to help shape future platform features
- Collaborate across teams on initiatives that improve the user experience
What We’re Looking For
You should have experience supporting academic users and enjoy explaining technical tools in clear, accessible ways. Strong communication skills and a proactive mindset are essential. You must be comfortable working UK-based hours with the flexibility to join evening meetings 2–3 times per week to support clients in the Americas.
Familiarity with bibliometrics, scholarly communications, academic publishing, or policy research is an advantage. You’ll need a solid grasp of how data is used in research and policy contexts, and a genuine interest in helping users apply it effectively.
Work Environment
This is a hybrid role based in the UK, with the option to work remotely or from the London Euston office. While office attendance is optional, team gatherings occur several times a year, and the company hosts an annual retreat in Europe. Flexible scheduling—including split or adjusted hours—is supported to balance work-life needs.
The role uses Pipedrive as the primary CRM. The team values collaboration through video calls, Slack, and regular company-wide check-ins, fostering a friendly, user-focused culture.
