Product Support Manager

Melbourne, Victoria💼 Full-time🗓 2026-09-07 → 2026-09-26

Core

Lead a team of Product Support Specialists to deliver exceptional experiences for schools globally, influencing product strategy through customer insights.

Role type

Senior Product Support Manager (Team Lead)

Builds

World-class support experience and operational efficiency for EdTech customers

Domain

Education Technology (EdTech)

Deliverable

production ML models | product features | dashboards & analysis | client delivery

Required skills

Team leadership and mentoring, complex issue resolution, stakeholder management, performance analysis, process improvement, CRM/ticketing platform proficiency

Preferred skills

SaaS, technology, or EdTech industry experience

Responsibilities

Lead, mentor, and develop a team of 5-16 Product Support Specialists; manage complex customer escalations and major incidents; drive performance against SLAs and KPIs; collaborate with Product and Engineering to resolve product issues; improve support processes and documentation; partner with Customer Success to maximize customer outcomes.

Seniority

Senior, hands-on IC with team leadership

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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. The Opportunity We are currently undergoing an exciting transformation within our Product Development function and are looking for experienced Senior Software Engineers to support the next phase of our journey. In this role, you’ll join an evolving agile team made up of Product Managers, Scrum Masters, QA Engineers, and fellow E