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Tes on cord

Tes

Complex Product Support Manager

Sheffield, UK
EdTech
Connecting educators across the globe.
The company is no longer hiring for this position.

Skills & Experience

Job roles: Customer Operations
Experience level: Senior, Lead
Core skills considered: Customer support, CRM, Escalations handling, Stakeholder Management
Other skills considered: Process management, Customer feedback management, Business Analysis

Logistics

Base salary: £50K - £50K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

As a Complex Product Support Manager, you'll play a crucial role in ensuring the seamless integration of our products and services, providing expert guidance and support to our customers. You'll lead a team of complex product support associates & specialists, working closely with our product development & engineering teams, internal stakeholders, and external partners to identify and resolve product-related issues, improving overall customer satisfaction and loyalty.


Key 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 capitalizing 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.
  • Analyse customer feedback and product performance data to identify trends, areas for improvement, and opportunities and solutions for growth and customer satisfaction, whilst maintaining commercial viability, improving efficiency and maximising profitability.
  • Ensuring that key departmental metrics such as Support SLAs, CSAT targets, timesheet accuracy and billable hours are met and reported to management.
  • Collaborate with the Customer Success & Sales teams to develop and implement customer success strategies, ensuring that customers achieve their desired outcomes from using Tes' products and services.
  • Collaborate and actively participate with internal stakeholders, including sales, marketing, and product development, to ensure alignment and effective communication of new feature releases and capabilities to ensure maximum value is delivered from our products, by curating, sharing and validating insights, identifying synergies, and harmonisation of tools, processes and skillsets.
  • Develop and maintain comprehensive product knowledge, staying up-to-date with new features, updates, and releases, providing technical expertise for the team, our customers and the wider business, including Integration demos and escalated/major systems troubleshooting.
  • Collaborate with the product development team to identify and prioritize product-related issues and major product incidents, ensuring timely resolution, effective/exceptional service and continuous improvement.
  • Contribute and Work closely with the tech/engineering teams to ensure all customer support tickets are resolved within SLA's and that customers and success colleagues are kept informed of progress and post incident reports.
  • Develop and maintain relationships with external partners and vendors to ensure seamless integration and support across new and existing features.
  • Ensure that all support activities are compliant with relevant laws, regulations, and company policies, and that customer data is protected and secure.
  • Participate in training and development programs to stay current with industry trends, best practices, and new technologies.
  • Maintain a safe workplace by complying with WHS policies and legislation, actively managing hazards, and promptly reporting incidents and unsafe conditions.
  • Professional attendance at office events, conferences and other company events when requested.
  • Live the Tes values and expected behaviours.
  • Other tasks as reasonably requested by the Management Team.

What will you need to succeed?


Skills & Experience Required

  • 5+ years of experience in product support, technical support, or a related field, with at least 2 years in a leadership role.
  • Strong understanding of Edtech products and services, or willingness to learn.
  • Excellent leadership, communication, problem-solving, and analytical skills.
  • Ability to work in a fast-paced environment, prioritising multiple tasks and projects simultaneously.
  • Strong customer-centric approach, with a focus on building long-term relationships.
  • Experience with CRM systems, ticketing software, and other support tools.
  • Experience working with international teams and customers.

Company Benefits

  • 25 days annual leave rising to 30
  • 5% pension after probation
  • State of the art city centre offices
  • Access to a range of benefits via My Benefits World
  • Discounted city centre parking
  • Free eye care cover
  • Life Assurance
  • Cycle to Work Scheme
  • EAP (Employee assistance programme)
  • Quarterly Tes Socials
  • Access to an extensive Learning and Development menu
Rachel on cord
Tech Talent Acquisition Partner
Active 12 hours ago
Tes are no longer hiring for this position.

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Photos people at Starling BankPhotos people at Starling BankPhotos people at Starling BankPhotos people at Starling BankPhotos people at Starling Bank
Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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