Product Support Specialist - Institutions

As a Product Support Specialist - Institutions, you will act as the primary product expert and relationship manager for our Institutions client base. As a Product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams.

This role bridges client enablement and internal accountability. You’ll facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management. With deep knowledge of the Institutions solution, you’ll ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.

What you'll be doing

• Serve as the primary product expert and point of contact for Institutions clients, managing relationships and ensuring high levels of client satisfaction.
• Provide expert-level product support and consulting to client-side support teams (L1), including via phone, email, on-site visits, and virtual sessions.
• Facilitate the onboarding and training of client support staff, ensuring they are equipped to handle routine issues independently.
• Monitor ticket queues to ensure the wider support team is meeting SLA targets for institutional clients; escalate internally when necessary.
• Collaborate closely with Product Support Manager - EMEA and internal teams to maintain strong cross-functional coordination and service delivery.
• Collect and document client feedback, feature requests, and usability issues, and relay them to Product Management with clarity and context.
• Lead or support the delivery of training sessions, product demonstrations, and refresher courses for client stakeholders.
• Advocate for client needs within the business while promoting best practices and driving adoption of the product’s full capabilities.
• Maintain accurate records of client interactions, visit notes, and support metrics to ensure consistent service delivery.
• Act as a subject matter expert (SME) for the Institutions product offering, continuously expanding your product knowledge and staying aligned with roadmap developments.

What we're looking for in you

• 2+ years in a product support, customer success, or client-facing role, ideally in SaaS or legal tech environments.
• Strong understanding of client relationship management with the ability to build trust and rapport with stakeholders across various levels.
• Experience delivering training, workshops, or onboarding sessions to client teams, either in-person or virtually.
• Excellent written and verbal communication skills, including phone-based support and professional client interactions.
• Demonstrated ability to manage multiple priorities while ensuring team-wide SLA compliance.
• Familiarity with helpdesk/ticketing systems such as Zendesk, Jira, or FreshDesk.
• Confident in gathering and articulating product feedback, usability challenges, and client requests to internal product teams.
• Self-motivated and able to work independently, with excellent time management and follow-through.
• Willingness and ability to travel for on-site client meetings and training sessions as needed.
• Passion for legal technology and a drive to deliver meaningful, long-term value to Institution clients.
• Preferred Certifications; AWS Cloud Practitioner, ITIL Certification – Foundation, ITIL Certification (Practitioner - Incident Management.

Working for Opus 2

Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you’ll receive:

• Contributory pension plan.
• 26 days annual holidays, flexible working, and length of service entitlement.
• Health Insurance.
• Loyalty Share Scheme.
• Enhanced Maternity and Paternity.
• Employee Assistance Programme.
• Electric Vehicle Salary Sacrifice.
• Cycle to Work Scheme.
• Calm and Mindfulness sessions.
• A day of leave to volunteer for charity or dependent cover.
• Accessible and modern office space and regular company social events.