SaaS Complex Product Support Lead

TES; South Yorkshire; Hybrid; GBP 30,000 - 50,000; Full time

Benefits offered by this job

25 days annual leave

Pension

State of the art offices

Learning and Development

EAP (Employee assistance programme)

Cycle to Work Scheme

Free eye care cover

Job summary

TES in Sheffield is seeking a Complex Product Support Manager (SaaS) to lead a team delivering expert support across all channels. You will work with product development and engineering to resolve issues, drive CSAT, and identify upsell opportunities.

The role requires 5+ years in product support, including 2+ in leadership, and a strong Edtech background. The hybrid role involves coaching, capacity planning, SLAs compliance, and close collaboration with Sales and Customer Success.

Qualifications

• 5+ years of experience in product support, with at least 2 years in a leadership role.
• Strong understanding of Edtech products or willingness to learn.
• Excellent leadership, communication, problem-solving and analytical skills.
• Experience with international teams and customers.

Responsibilities

• Lead a team of complex product support professionals, providing guidance, coaching, support, and mentorship to ensure excellent customer service and support and product knowledge.
• Oversee team capacity and performance by managing workloads and schedules to meet customer demand, smooth demand peaks, exceed CSAT targets and service level agreements.
• Ensure expert-level support to customers and resolution of complex product-related issues via all Tes customer channels in line with SLAs, to ensure pain points are resolved, whilst maintaining accurate customer records.
• Ensure a seamless customer experience, from onboarding to ongoing support by delivering prompt, professional, and positive service to ensure our customers achieve fast time to value, whilst identifying, promoting and capitalising on upsell and cross-sell opportunities.
• Develop and lead the team by enabling growth and development opportunities, setting clear role expectations in line with organisational policies and procedures, providing regular feedback and coaching, and fostering a positive, high performing team culture.
• Manage escalations and complex customer issues to resolution, working closely with other teams and stakeholders to resolve issues promptly and professionally.
• Identify, develop and implement system and process improvements to transform our toolsets increase efficiency, reduce resolution times, and enhance the overall customer experience by keeping pace with our customers needs.
• Develop, improve and maintain product and process documentation, knowledge bases, internal training and FAQs to ensure accurate and consistent information for customers and internal teams, in partnership with Global Knowledge and Content team.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Tools

CRM systems

Ticketing software

Job description

TES in Sheffield is seeking a Complex Product Support Manager (SaaS) to lead a team delivering expert support across all channels. You will work with product development and engineering to resolve issues, drive CSAT, and identify upsell opportunities.

The role requires 5+ years in product support, including 2+ in leadership, and a strong Edtech background. The hybrid role involves coaching, capacity planning, SLAs compliance, and close collaboration with Sales and Customer Success.