Complex Product Support Manager

In this role, you will lead complex product support for Tes, guiding a team to resolve product-related issues and maintain high customer satisfaction. You’ll partner with product, engineering, and other stakeholders to ensure smooth onboarding, rapid value realization, and ongoing support across channels. You shape documentation, knowledge bases, and processes to drive efficiency and knowledge sharing. This position offers impact through cross-functional collaboration, process improvements, and opportunities to upsell and cross-sell where appropriate.

• 25 days annual leave
• pension 5%
• state-of-the-art offices
• eye care cover
• life assurance
• Cycle to Work Scheme

• Lead and coach a team of complex product support professionals to deliver excellent service and maintain product knowledge.
• Manage team capacity and performance to meet demand, aiming to exceed CSAT targets and SLAs.
• Provide expert, multi-channel support for complex product issues within SLA, maintaining accurate customer records.
• Deliver a seamless onboarding and support experience, enabling fast time to value and identifying upsell/cross-sell opportunities.
• Develop team growth through clear expectations, feedback, and coaching, fostering a high-performing culture.
• Own escalations and collaborate with other teams to resolve complex customer issues promptly.
• Identify and implement system and process improvements to increase efficiency and reduce resolution times.
• Create and maintain product and process documentation, knowledge bases, and FAQs in partnership with Global Knowledge and Content.
• Analyze customer feedback and product data to spot trends and opportunities for improvement and growth.
• Monitor and report key metrics like SLAs, CSAT, timesheet accuracy, and billable hours to management.
• Collaborate with Customer Success and Sales to align on strategies and ensure customers achieve desired outcomes.
• Coordinate with internal teams on feature releases and capability communication to maximize value.
• Maintain up-to-date product knowledge and provide technical expertise for the team and customers, including demos and major incident troubleshooting.
• Work with product development and engineering to prioritize issues and incidents for timely resolution and continuous improvement.
• Develop relationships with external partners and vendors to support integrations and feature delivery.
• Ensure compliance with laws, regulations, and company policies, and protect customer data.
• Participate in training to stay current with industry trends and technologies.
• Maintain a safe workplace and comply with WHS policies; attend company events as requested.
• Live Tes values and participate in management team initiatives.

• 5+ years in product or technical support, with at least 2 in a leadership role
• Strong understanding of Edtech products or willingness to learn
• Excellent leadership, communication, problem-solving, and analytical skills
• Ability to manage multiple tasks in a fast-paced environment
• Customer-centric approach with focus on long-term relationships
• Experience with CRM systems, ticketing software, and other support tools
• Experience working with international teams and customers

• leadership
• communication
• problem-solving
• CRM systems
• ticketing software
• support tools