Complex Product Support Manager

Tes; Sheffield; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

25 days annual leave

Life assurance

Cycle to Work scheme

Employee Assistance Programme

Learning & development opportunities

Job summary

Tes in Sheffield is seeking a Complex Product Support Manager to lead our Customer Value & Success team. You will guide a team of product support specialists, coordinating with Product, Engineering, Customer Success and Sales to deliver exceptional customer experience across the full product lifecycle.

You'll manage escalations, drive service excellence, improve processes, and analyze feedback and performance data to improve efficiency, satisfaction and commercial outcomes.

Qualifications

• 5+ years in SaaS product support or related field.
• Experience leading a team.
• Strong problem-solving and analytical abilities.
• Familiar with CRM platforms and ticketing systems.
• Customer-centric mindset and ability to manage multiple priorities.

Responsibilities

• Lead a team of product support specialists.
• Manage escalations and ensure service excellence.
• Improve support processes across the product lifecycle.
• Analyze customer feedback and performance data.
• Identify opportunities to boost efficiency and customer outcomes.

Skills

SaaS Support

People Leadership

Analytical skills

Customer-centric mindset

Multi-priority management

Tools

CRM platforms

Ticketing systems

Support tools

Job description

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.