Customer Success & Support Specialist (Hybrid)

TES; Sheffield; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

5% Pension

25 days annual leave

State of the art offices

Benefits portal

Eye care

Life Assurance

Cycle to Work

EAP

Tes Socials

Learning & Development

Job summary

TES is seeking a Customer Support/Success professional to help customers realise value from our multi-product Edtech platform. The role blends proactive account health checks with hands-on issue resolution, delivering a high-quality service across products.

You will own in-life support, reduce hand-offs, capture feedback, and contribute to knowledge base improvements, while maintaining strong CSAT and collaboration with global teams in a hybrid UK setting.

Qualifications

• Resolves multi-channel customer inquiries efficiently using diagnostic tools.
• Tag each ticket with accurate data to aid product/engineering teams.
• Provide proactive tips and link to best practices to prevent future issues.
• Translate technical solutions into clear, user-friendly instructions.

Responsibilities

• Deliver reliable, high quality service across multiple products, resolving most customer queries from start to finish.
• Accountable for the customer in-life service, minimising hand-offs and escalating when needed.
• Capture customer feedback and issues to support insight, retention and value.
• Contribute to the Service Chapter, strengthening standards and knowledge across global teams.

Skills

Troubleshooting

Proactive engagement

Stakeholder communication

Operational efficiency

Commercial awareness

Job description

TES is seeking a Customer Support/Success professional to help customers realise value from our multi-product Edtech platform. The role blends proactive account health checks with hands-on issue resolution, delivering a high-quality service across products.

You will own in-life support, reduce hand-offs, capture feedback, and contribute to knowledge base improvements, while maintaining strong CSAT and collaboration with global teams in a hybrid UK setting.