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 25 days annual leave, a pension scheme, and state-of-the-art offices.
- Other info: Hybrid working model with opportunities for professional growth and development.
- Why this job: Make a real impact in education while developing your leadership skills.
- Qualifications: 5+ years in product support with leadership experience; passion for Edtech is a plus.
The predicted salary is between 31500 - 38500 £ 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 and specialists, working closely with our product development and 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, 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 capitalising 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 and 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 prioritise 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 SLAs 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:
- 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 others 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
Complex Product Support Manager employer: Tes
Tes Institute is an exceptional employer that prioritises inclusivity and professional development, making it an ideal place for those passionate about supporting learners. With a collaborative work culture and flexible hybrid arrangements, employees benefit from meaningful engagement with schools and mentors, fostering both personal and professional growth in the vibrant city of London.
StudySmarter Expert Advice🤫
We think this is how you could land Complex Product Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tes. 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 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
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:Your cover letter is your chance to shine! Tell us why you want to work at Tes 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!
How to prepare for a job interview at Tes
✨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.
