Product Support Manager

Great support teams don't just solve problems. They shape products, influence strategy and create customers for life. At Tes, we are looking for an experienced Product Support Manager to lead a high-performing team and play a critical role in delivering exceptional experiences for schools across the globe. This is more than a support leadership role. You will lead a team of Product Support Specialists, partner closely with Product and Engineering, and be the driving force behind service excellence, continuous improvement and customer success. You'll use customer insights to influence product enhancements, develop your team into trusted experts, and ensure every customer receives the support they need to succeed. If you are a passionate people leader who thrives in fast-paced technology environments, loves solving complex challenges and wants to make a genuine impact through education, we'd love to hear from you. The Opportunity Leading a team of 5-16 Product Support Specialists, you'll be responsible for creating a world-class support experience for our customers across APAC and EMEA. You'll drive team performance, manage complex customer escalations, improve support operations and collaborate with stakeholders across Product, Engineering, Customer Success and Sales to ensure our customers realise maximum value from Tes solutions. You'll be equally comfortable coaching your team, analysing performance trends, driving operational improvements and influencing business decisions through the voice of the customer. What You'll Be Doing Leading, mentoring and developing a team of Product Support Specialists. Creating a high-performance culture focused on accountability, collaboration and customer success. Managing complex customer issues, escalations and major incidents through to resolution. Driving performance against support SLAs, customer satisfaction targets and operational KPIs. Working closely with Product and Engineering teams to identify, prioritise and resolve product-related issues. Using customer feedback and data to identify trends, opportunities and areas for improvement. Improving processes, systems and workflows to enhance efficiency and customer experience. Developing and maintaining support documentation, knowledge bases and training resources. Partnering with Customer Success teams to maximise customer outcomes, retention and growth. Acting as a trusted leader and advocate for both customers and your team. About You You'll be an experienced support leader who combines strong people leadership with a relentless focus on customer outcomes. You'll bring: 5+ years' experience in Product Support, Technical Support or a related environment. Previous experience leading and developing high-performing teams. Strong stakeholder management and communication skills. Experience managing customer escalations and complex issue resolution. A customer-first mindset and a passion for service excellence. Strong analytical, problem-solving and decision-making capability. Experience working with CRM systems, ticketing platforms and support technologies. The ability to thrive in a fast-paced technology environment. Experience within SaaS, technology or EdTech organisations will be highly regarded. About Tes Tes is a global EdTech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on. Why Tes Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education. Empowering Educators Worldwide Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide. Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment. With Tes, excellence in education is not just a goal, it's a sustainable and rewarding reality. For more information, visit www.tes.com.