Senior Global Customer Support & Training Lead

Cambridge University Press & Assessment; Cambridge; Hybrid; GBP 36,000 - 54,000; Full time

Job summary

Cambridge University Press & Assessment is seeking a Senior Customer Support Advisor to resolve advanced technical and administrative queries for a global customer base. You will support exam centres, schools and learners, and contribute to process improvements while modelling exceptional service.

The role is hybrid, with time split between collaborating in Cambridge and our offices in Manila, and may include weekend work.

Qualifications

• Experience in customer support or helpdesk environments.
• Ability to create clear, user-friendly documentation.
• Proven track record resolving complex enquiries and prioritising effectively.

Responsibilities

• Resolve advanced technical and administrative queries for global customers.
• Support junior staff by sharing expertise, managing knowledge bases, and leading training sessions in Cambridge and Manila.
• Act as SME in cross-departmental meetings and ensure accurate documentation of systems and processes.

Skills

Strong communicator

First-line technical support

Documentation and training materials

Spanish language skills

Job description

Cambridge University Press & Assessment is seeking a Senior Customer Support Advisor to resolve advanced technical and administrative queries for a global customer base. You will support exam centres, schools and learners, and contribute to process improvements while modelling exceptional service.

The role is hybrid, with time split between collaborating in Cambridge and our offices in Manila, and may include weekend work.