Complex Product Support Manager

Job Title: Complex Product Support Manager (SaaS)

Department: Customer Value and Success

Location: Sheffield

Working Pattern: Hybrid, includes 3 days each week in the office

Contact Type: Full time, permanent

Salary: up to £50,000

Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.

Role overview:

As a Complex Product Support Manager, you'll play a crucial role in ensuring the seamless integration of our products and services, providing expert guidance and support to our customers. You'll lead a team of complex product support associates & specialists, working closely with our product development & engineering teams, internal stakeholders, and external partners to identify and resolve product-related issues, improving overall customer satisfaction and loyalty.

Key Responsibilities:

• Lead a team of complex product support professionals, providing guidance, coaching, support, and mentorship to ensure excellent customer service and support and product knowledge.

• Oversee team capacity and performance by managing workloads and schedules to meet customer demand, smooth demand peaks, exceed CSAT targets and service level agreements.

• Ensure expert-level support to customers and resolution of complex product-related issues via all Tes customer channels in line with SLAs, to ensure pain points are resolved, whilst maintaining accurate customer records.

• Ensure a seamless customer experience, from onboarding to ongoing support by delivering prompt, professional, and positive service to ensure our customers achieve fast time to value, whilst identifying, promoting and capitalizing on upsell and cross-sell opportunities.

• Develop and lead the team by enabling growth and development opportunities, setting clear role expectations in line with organisational policies and procedures, providing regular feedback and coaching, and fostering a positive, high performing team culture.

• Manage escalations and complex customer issues to resolution, working closely with other teams and stakeholders to resolve issues promptly and professionally.

• Identify, develop and implement system and process improvements to transform our toolsets increase efficiency, reduce resolution times, and enhance the overall customer experience by keeping pace with our customers needs.

• Develop, improve and maintain product and process documentation, knowledge bases, internal training and FAQs to ensure accurate and consistent information for customers and internal teams, in partnership with Global Knowledge and Content team.

• Analyse customer feedback and product performance data to identify trends, areas for improvement, and opportunities and solutions for growth and customer satisfaction, whilst maintaining commercial viability, improving efficiency and maximising profitability.

• Ensuring that key departmental metrics such as Support SLAs, CSAT targets, timesheet accuracy and billable hours are met and reported to management.

• Collaborate with the Customer Success & Sales teams to develop and implement customer success strategies, ensuring that customers achieve their desired outcomes from using Tes' products and services.

• Collaborate and actively participate with internal stakeholders, including sales, marketing, and product development, to ensure alignment and effective communication of new feature releases and capabilities to ensure maximum value is delivered from our products, by curating, sharing and validating insights, identifying synergies, and harmonisation of tools, processes and skillsets.

• Develop and maintain comprehensive product knowledge, staying up-to-date with new features, updates, and releases, providing technical expertise for the team, our customers and the wider business, including Integration demos and escalated/major systems troubleshooting.

• Collaborate with the product development team to identify and prioritize product-related issues and major product incidents, ensuring timely resolution, effective/exceptional service and continuous improvement.

• Contribute and Work closely with the tech/engineering teams to ensure all customer support tickets are resolved within SLA’s and that customers and success colleagues are kept informed of progress and post incident reports.

• Develop and maintain relationships with external partners and vendors to ensure seamless integration and support across new and existing features.

• Ensure that all support activities are compliant with relevant laws, regulations, and company policies, and that customer data is protected and secure.

• Participate in training and development programs to stay current with industry trends, best practices, and new technologies.

• Maintain a safe workplace by complying with WHS policies and legislation, actively managing hazards, and promptly reporting incidents and unsafe conditions.

• Professional attendance at office events, conferences and other company events when requested.

• Live the Tes values and expected behaviours.

• Other tasks as reasonably requested by the Management Team.

What will you need to succeed?

Skills & Experience Required

• 5+ years of experience in product support, technical support, or a related field, with at least 2 years in a leadership role.

• Strong understanding of Edtech products and services, or willingness to learn.

• Excellent leadership, communication, problem-solving, and analytical skills.

• Ability to work in a fast-paced environment, prioritising multiple tasks and projects simultaneously.

• Strong customer-centric approach, with a focus on building long-term relationships.

• Experience with CRM systems, ticketing software, and other support tools.

• Experience working with international teams and customers.

Values and ways of working

To build the best possible working environment for us all, it is vitally important that every member of the team embraces and demonstrates the behaviours that embody our values:

We work together:

You’re committed to building a trusting and open culture. You welcome feedback from everyone, with an open and willing mindset. You nurture the development of others, supporting testing and learning from mistakes positively.

We include everyone:

You naturally collaborate and ensure that inclusivity allows us to take full advantage of cognitive diversity. You’re naturally empathetic with others and are able to create development and growth with honesty, supporting those in and outside of your team.

We take ownership:

You battle complacency in all its forms and take ownership to move things forward. You can be agile and progress in small steps, but you don’t leave it to other to correct your mistakes or pick up after you.

We never stand still:

You are agile, with a mentality of ‘how can we’ rather than ‘why can’t we’. It isn’t about breaking rules, but about being tenacious and innovative. You look to create greatness, even if achieved slowly by many incremental improvements.

We do it for them:

You are passionate about creating an environment where everyone else around you can be motivated, enthused, and empowered to do their best work. With everyone motivated to do their best, teachers, students, and parents all gain the ultimate value and support.

What do you get in return?

• 25 days annual leave rising to 30

• 5% pension

• State of the art offices

• Access to a range of benefits via My Benefits World

• Free eye care cover

• Life Assurance

• Cycle to Work Scheme

• EAP (Employee assistance programme)

• Quarterly Tes Socials

• Access to an extensive Learning and Development menu