Product Support Manager at Tes

At Tes, we recognize that exceptional support teams play a crucial role in enhancing products, shaping strategies, and nurturing enduring relationships with customers. We are on the lookout for an experienced Product Support Manager to lead a vibrant team and make a meaningful impact on the experiences of educational institutions across the globe. This position is pivotal in ensuring that our clients receive the highest level of service and support, ultimately contributing to their success.

Key facts

- Location: Melbourne, Melbourne Region
- Engagement: Full-time
- Team: Product Support

What you'll do

- Lead and develop a team of Product Support Specialists, ensuring they deliver top-notch service to our clients.
- Work in close partnership with Product and Engineering teams to gather and relay customer insights that will inform product improvements and new features.
- Establish and maintain performance metrics to evaluate the effectiveness of the support team and drive continuous improvement initiatives.
- Design and implement training programs to enhance the skills and knowledge of the support team, ensuring they are well-equipped to assist customers.
- Act as the primary point of contact for escalated customer issues, providing timely resolutions and maintaining customer satisfaction.
- Collaborate with cross-functional teams to streamline processes and enhance the overall customer experience.
- Monitor industry trends and best practices in product support to keep the team aligned with current standards.
- Foster a customer-centric culture within the team, emphasizing the importance of understanding and addressing customer needs.

Requirements

- At least 5 years of experience in a customer support or product support capacity, demonstrating a strong background in service delivery.
- Minimum of 2 years in a leadership role, showcasing your ability to manage and inspire a team effectively.




- In-depth knowledge of customer support methodologies and best practices that drive successful outcomes.
- Exceptional communication skills, both verbal and written, with the ability to engage effectively with diverse stakeholders.
- Strong analytical capabilities to assess data and metrics, using insights to enhance service delivery and team performance.
- Proven ability to handle complex customer inquiries and resolve issues efficiently, ensuring customer satisfaction.

Nice to have

- Experience within the education sector or familiarity with educational technology products, which would provide valuable context for the role.
- Knowledge of customer support software such as Zendesk or similar platforms, enhancing your ability to manage support operations effectively.
- Previous experience in a fast-paced, high-growth environment, demonstrating adaptability and resilience in the face of challenges.

Skills & tools

- Proficient in customer relationship management (CRM) software, enabling effective tracking of customer interactions and support requests.
- Understanding of product management principles, which will aid in collaborating with product teams effectively.
- Strong analytical skills for interpreting support data, identifying trends, and making data-driven decisions to improve service quality.
- Familiarity with project management tools and methodologies to help streamline support processes and initiatives.

Practical notes

- Candidates must possess the right to work in Australia, ensuring compliance with local employment regulations.
- A competitive salary and perks package will be offered to the successful candidate, reflecting the importance of this role within the organization.

In summary

In summary, the Product Support Manager role at Tes is a unique opportunity to lead a dedicated team in a dynamic environment, where your contributions will directly impact the educational experiences of institutions worldwide.

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📌 Product Support Manager (Melbourne)
🏢 Tes
📍 Melbourne