At a Glance
- Tasks: Lead a team to provide expert support for our innovative Edtech products.
- Company: Join Tes, a global leader in Edtech, empowering educators worldwide.
- Benefits: Enjoy competitive salary, generous leave, and a range of perks.
- Other info: Dynamic hybrid work environment with excellent career growth opportunities.
- Why this job: Make a real impact in education while developing your leadership skills.
- Qualifications: 5+ years in product support with strong leadership and communication skills.
The predicted salary is between 40500 - 49500 £ per year.
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.
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 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.
- Ensure a seamless customer experience, from onboarding to ongoing support by delivering prompt, professional, and positive service.
- Develop and lead the team by enabling growth and development opportunities, setting clear role expectations, providing regular feedback and coaching.
- Manage escalations and complex customer issues to resolution, working closely with other teams and stakeholders.
- Identify, develop and implement system and process improvements to transform our toolsets.
- Develop, improve and maintain product and process documentation, knowledge bases, internal training and FAQs.
- Analyse customer feedback and product performance data to identify trends and areas for improvement.
- Ensure 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.
- Collaborate with internal stakeholders to ensure alignment and effective communication of new feature releases.
- Develop and maintain comprehensive product knowledge, staying up-to-date with new features, updates, and releases.
- Collaborate with the product development team to identify and prioritise product-related issues.
- Contribute and work closely with the tech/engineering teams to ensure all customer support tickets are resolved within SLAs.
- Develop and maintain relationships with external partners and vendors.
- Ensure that all support activities are compliant with relevant laws, regulations, and company policies.
- Participate in training and development programs to stay current with industry trends.
- Maintain a safe workplace by complying with WHS policies and legislation.
- Professional attendance at office events, conferences and other company events when requested.
- Live the Tes values and expected behaviours.
What will you need to succeed?
- 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:
- We work together: Committed to building a trusting and open culture.
- We include everyone: Collaborate and ensure inclusivity allows us to take full advantage of cognitive diversity.
- We take ownership: Battle complacency and take ownership to move things forward.
- We never stand still: Agile, with a mentality of ‘how can we’ rather than ‘why can’t we’.
- We do it for them: Passionate about creating an environment where everyone can be motivated and empowered.
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
Complex Product Support Manager in Sheffield employer: Tes Global
At Tes, we pride ourselves on being an exceptional employer, offering a dynamic and collaborative work culture that fosters innovation and continuous learning. With state-of-the-art offices in Sheffield and London, our hybrid working model allows for flexibility while ensuring you are part of a vibrant team dedicated to empowering educators worldwide. We provide extensive employee growth opportunities, including access to a comprehensive Learning and Development menu, alongside competitive benefits such as generous annual leave and a supportive work environment that values transparency and technical excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Complex Product Support Manager in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tes Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tes Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complex Product Support Manager in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tes Global:Your cover letter is your chance to shine! Tell us why you want to work at Tes Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tes Global!
How to prepare for a job interview at Tes Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
