SaaS Complex Product Support Lead

TES Global; Sheffield; Hybrid; GBP 30,000 - 50,000; Full time

Benefits offered by this job

25 days annual leave

5% pension

State-of-the-art offices

Learning & development opportunities

Job summary

TES Global in Sheffield is seeking a Complex Product Support Manager (SaaS) to lead a team delivering expert guidance across our Edtech SaaS products. Hybrid role with three in-office days per week, reporting into Customer Value and Success, and focusing on ongoing customer satisfaction and product excellence.

You will collaborate with product development, engineering, and sales to resolve complex issues, improve support processes, and drive adoption and value for schools and educators.

Qualifications

• 5+ years of experience in product support, technical support, or a related field.
• 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.
• Experience working with international teams and customers.
• Experience with CRM systems, ticketing software, and other support tools.

Responsibilities

• Lead a team of complex product support professionals, providing guidance, coaching, support, and mentorship.
• Oversee team capacity and performance by managing workloads and schedules to meet demand and SLAs.
• Ensure expert-level support to customers across all channels in line with SLAs and maintain accurate records.
• Drive fast time to value for customers while identifying upsell and cross-sell opportunities.
• Develop and lead the team with growth, feedback, and a high-performing culture.
• Manage escalations and complex issues, coordinating with other teams for resolution.
• Improve systems and processes to increase efficiency and reduce resolution times.
• Maintain product knowledge, documentation, and training materials with internal teams.

Skills

Leadership

Customer-centric

Communication

Problem-solving

Analytical skills

CRM systems

Ticketing software

International teams

Tools

CRM software

Ticketing software

Job description

TES Global in Sheffield is seeking a Complex Product Support Manager (SaaS) to lead a team delivering expert guidance across our Edtech SaaS products. Hybrid role with three in-office days per week, reporting into Customer Value and Success, and focusing on ongoing customer satisfaction and product excellence.

You will collaborate with product development, engineering, and sales to resolve complex issues, improve support processes, and drive adoption and value for schools and educators.