Full time role

Remote, Asia-Pacific or Americas

Competitive salary

About us 

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. We’ve also just launched a new product, 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 an amazing relationship with our users and are supporting their needs. That’s where you come in…

Your new role

We’re looking for an enthusiastic Client Support Specialist to join our team, ideally based in either the Americas or the Asia-Pacific region. You’ll be part of the Engagement & Support team but will also provide regular support to Sales and Marketing. You will help our clients and trial users make the most of their Overton subscription by providing support and training, and working closely with the Sales team to help onboard our trial users. You’ll be a vital bridge between our end users and the rest of the team, collecting their feedback to help shape our platform and grow our usage.

We’re interested in applicants with experience working with academic audiences and who have experience providing training and customer support to a wide variety of stakeholders. Any previous experience or knowledge of bibliometrics, scholarly communications, academic publishing or the policy sphere would be an asset!

Your responsibilities

• You’ll look after our clients in a given region/sector – you’ll provide onboarding support, deliver bespoke virtual training sessions, help boost usage within their organisation and check in regularly
• You’ll handle inbound requests for trial access, setting up and customising their account, checking in with them for feedback and handing promising leads on to the Sales team
• You’ll provide a friendly, timely response to requests for customer support – everything from simple access issues to in-depth questions about our data
• You’ll create and update training materials and articles as needed
• You’ll keep our CRM (Pipedrive) up to date, ensuring we have accurate records of our client contract details and our interactions with them
• You’ll assist the Sales and Marketing teams with finding new leads, initial outreach to sales leads and other tasks as needed
• You’ll attend occasional events, conferences and meetings as our representative – some international travel may be required
• You’ll develop a deep understanding of the Overton platform, the data it collects and how clients use it, keeping track of interesting use cases and user projects and research
• You’ll act as a vital bridge between our users and the rest of the company, feeding their views and requirements into product development discussions, helping to prioritise new features and contributing to the evolution of the product in real time
• You’ll collaborate closely with other team members on projects and company initiatives

How we work

This is a remote role, with occasional international travel. We are looking for someone based in the Americas or Asia-Pacific time zones who can help us support clients in those parts of the world and ideally you would bring some local or regional experience in our field. For example you could be based in Australia and have experience working with Australian universities, or based in Brazil and have experience working with IGOs across the Americas.

We are a small team and mainly collaborate using Slack, video calls and regular all-company meetings to see each other in person. We would like you to join us in person once a year in person for our all company meeting in London, UK. We will cover the expenses for this trip.

We also exhibit at and attend several conferences throughout the year and it would be helpful if you could attend some on our behalf, especially if they are local to you.

For non-UK roles, we use an Employer of Record called Deel – Deel would be your legal employer, and we would contract your services via them. As part of the process, we will check with Deel that they are able to hire in your country and with your visa status.

How we hire  

1. 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. 

2. We’ll get back to you within a week.

3. We’ll schedule an initial 15-minute call to discuss the role, your experience and your situation, to see if it seems like a good fit. 

4. The first interview will be about an hour long and will be online.

5. For the second interview we’ll ask you to prepare a 20 minute presentation to the team, with 10 minutes for questions afterwards.

6. We’ll make a provisional offer and discuss the employment logistics with Deel. We’ll be interviewing a number of candidates so there may be a short delay, but we will try to keep you informed throughout the process.

7. We create the role on Deel’s platform and you start the process of onboarding with their HR team. Once this has been done, you are able to start work for Overton.

We are reviewing applications on a rolling basis and would like to hire into this role ASAP, so please get in touch as soon as possible if you’re interested.

Requirements

• Passionate about helping clients and providing an excellent customer experience
• Experience working with academic audiences, e.g. within a university library, academic publisher, research funder or similar
• Excited about helping to improve evidence use in policymaking
• Awareness of issues related to research impact and/or bibliometrics landscape
• Experience designing and delivering online training sessions about using online tools/databases
• Experience analysing data using Excel or similar and generating reports
• Experience producing training materials or user guides (design skills not required)
• Excellent ability to understand and pre-empt user needs and explain complicated things in a simple way
• Confident presenting in public and to senior audiences
• Excellent organisation skills and attention to detail
• Very self-motivated and happy working both independently and as a close knit team 
• Full of ideas about how to improve customer experience
• Curious and always learning 

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, PC or Linux laptop
• Generous annual leave entitlement of 34 days per year including public holidays (barring any conflict with local laws which take precedence)