Overton is a socially conscious startup looking for a Product Support Specialist to help our clients maximize their platform subscriptions. In this role, you will be the bridge between users and our wider team, ensuring clients get the most from Overton through onboarding, training, and proactive support while collecting valuable feedback.
What You'll Do
- Support clients in a specific region or sector with onboarding, tailored virtual training, regular check-ins, and proactive engagement.
- Deliver friendly, timely responses to customer support requests, ranging from access issues to in-depth questions about data.
- Create, update, and collaborate on customer education resources.
- Maintain accurate client contract details and interaction records in the CRM (Pipedrive).
- Support client renewal communications for a smooth renewal process.
- Develop a deep understanding of the Overton platform, its data, and client use cases.
- Act as a bridge between users and the product team, sharing feedback in development discussions.
- Collaborate closely with colleagues on projects and company-wide initiatives.
What We're Looking For
- Experience working with academic audiences.
- A genuine enjoyment of helping a wide range of stakeholders through customer education and support.
Nice to Have
- Previous experience or knowledge of bibliometrics, scholarly communications, academic publishing, or the policy sector.
Team & Environment
You will be part of the Engagement and Support team within a friendly, experienced, and quickly growing team. We collaborate using Slack, video calls, and regular all-company meetings.
Benefits & Compensation
- Salary: £45-55k (dependent on experience and location).
Work Mode
This is a hybrid role. You can work fully remote within the UK, or be based in London.
Overton is an equal opportunity employer.
