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.

Want to see the research behind national climate change plans, or how different countries are tackling anti-microbial resistance? Overton is where you go.

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’ve 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 we want to make sure that we’re building amazing relationships with our users and supporting their needs. That’s where you come in…

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.

We’re looking for people who have experience working with academic audiences and enjoy helping a wide range of stakeholders through customer education and support. Previous experience or knowledge of bibliometrics, scholarly communications, academic publishing, or the policy sector would be a strong asset!

• 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.

We have a growing number of clients in the Americas who need training sessions delivered during their working day (which is the UK afternoon and evening).

For this role, we’re looking for someone UK-based who is willing to work flexible hours in order to offer meeting slots during the evening, probably 2‑3 times per week. You book your own meeting times so you can choose to deliver them in the early or late evening as best suits you, but you will need to be a bit flexible depending on requirements.

We can consider different working patterns to suit you - for example:

• working 9-5 but adjusting hours on days when you have an evening call
• splitting hours eg 9-12 & 4-9
• shifting hours later eg 12-8

Some of the team work from our London Euston office (with a free gym, a roof terrace and lots of snacks!) and we come in 2 days per week. The rest of the team work remotely within the UK or elsewhere. For this…