Senior SaaS Product Support Lead (Hybrid)

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

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.