Sheffield | Hybrid (3 days in the office)
We're looking for a Complex Product Support Manager to join our Customer Value & Success team at Tes.
This is an opportunity to lead a team of product support specialists, helping customers get the most value from our SaaS solutions while working closely with Product, Engineering, Customer Success and Sales teams to deliver an exceptional customer experience.
You’ll be responsible for managing escalations, driving service excellence, improving support processes, and ensuring customers receive expert support across the full product lifecycle. You’ll also play a key role in developing your team, analysing customer feedback and performance data, and identifying opportunities to improve efficiency, customer satisfaction and commercial outcomes.
What we're looking for:
- 5+ years' experience in SaaS Product Support, Technical Support or a related field
- Previous people leadership experience
- Strong problem-solving and analytical skills
- Experience with CRM platforms, ticketing systems and support tools
- A customer-centric mindset with a passion for delivering great service
- Ability to manage multiple priorities in a fast-paced environment
- Experience working with international customers and teams is advantageous
Why Tes?
- 25 days annual leave, rising to 30
- Life assurance
- Cycle to Work scheme
- Employee Assistance Programme
- Access to extensive learning & development opportunities
- Modern Sheffield office and regular Tes social events
At Tes, we’re on a mission to empower schools and educators worldwide through technology that makes a real difference. If you’re passionate about customer experience, people leadership and continuous improvement, we’d love to hear from you.
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Complex Product Support Manager in Sheffield 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.
