Customer Support Manager Position
This role is primarily responsible for delivering high quality support to end users through diagnosing, resolving, and responding to queries received via various channels. The successful candidate will be responsible for project work and supporting junior team members under close direction.
Main Responsibilities:
* Ensure consistently high quality standards of communication with customers, colleagues, and key stakeholders.
* Act as an escalation point for any complex or unresolved issues that may arise.
* Diagnose and resolve client/end-user issues using advanced troubleshooting skills, internal resources, and team collaboration.
* Mentor junior support team members through feedback, coaching, and structured upskilling sessions.
* Collaborate with other teams to investigate root causes and create long term solutions.
* Improve upon and maintain internal documentation and customer-facing Help Centre articles.
* Recognise wider patterns in tickets and opportunities for improvement, and report or take action to address as appropriate.
Why This Role?
* Opportunity to make a meaningful impact in the education technology sector.
* Be part of a passionate, mission-aligned group working together to solve real problems in education.
* Bring ideas to life in a fast-moving, product-led company that values experimentation and continuous improvement.
Key Requirements:
* Demonstrated experience in customer support roles.
* Strong problem-solving and analytical skills.
* Ability to communicate effectively with customers and colleagues.
* Experience in mentoring or training junior team members.