Complex Product Support Manager

Complex Product Support Manager (SaaS) 📍 Sheffield | Hybrid (3 days in the office) 💰 Up to £50,000 + benefitsWe're looking for a Complex Product Support Manager to join our Customer Value & Success team at Tes.This is an opportunity to lead a team of product support specialists, helping customers get the most value from our SaaS solutions while working closely with Product, Engineering, Customer Success and Sales teams to deliver an exceptional customer experience.You'll be responsible for managing escalations, driving service excellence, improving support processes, and ensuring customers receive expert support across the full product lifecycle. You'll also play a key role in developing your team, analysing customer feedback and performance data, and identifying opportunities to improve efficiency, customer satisfaction and commercial outcomes.What we're looking for:5+ years' experience in SaaS Product Support, Technical Support or a related fieldPrevious people leadership experienceStrong problem-solving and analytical skillsExperience with CRM platforms, ticketing systems and support toolsA customer-centric mindset with a passion for delivering great serviceAbility to manage multiple priorities in a fast-paced environmentExperience working with international customers and teams is advantageousWhy Tes?25 days annual leave, rising to 305% pension contributionLife assuranceCycle to Work schemeEmployee Assistance ProgrammeAccess to extensive learning & development opportunitiesModern Sheffield office and regular Tes social eventsAt Tes, we're on a mission to empower schools and educators worldwide through technology that makes a real difference. If you're passionate about customer experience, people leadership and continuous improvement, we'd love to hear from you.