Product Support Manager (UK/I)

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Product Support Manager (UK/I)

Job description

Location: Remote within the UK/I

Salary: £48,000-£56,000

The short version ⏳

Mission: Be a key, strategic member of our Product Support Team, and deliver "Educator love" by a thorough understanding of Aula, the platform, and our partners (a community of 50k+).

Why: Engagement is one of the most strongly-correlated predictors of success in learning. We are shaping how teachers teach and make every student feel a part of their classroom.

Who: You are a natural-born problem solver with a partner-first mindset. You're not phased by challenges (let it be technical troubleshooting or solving complex client queries), and relish working in an ever-changing environment where no two days are alike.


What is Aula? 🐝

Aula is a remote-first 30-person education startup building a learning experience platform.

Our mission is to make engaging teaching and learning the norm.

We work with institutions like Coventry University and Glasgow University.

Think of Aula as the heart of a university's digital campus: a shared space that brings together students, staff, and educators.

🛠The role: Product Support Manager

As a strategic member of our Product Support Team, you'll ensure the highest level of support to the Aula partner community. Thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.

By developing an expert-level knowledge of the entire Aula platform, you'll ensure all our users receive the same, outstanding level of support during low and peak seasons. You'll thrive to achieve the highest level of quality possible and will coach and educate the wider Product Support Team and our educator community to encourage engagement.

We are one of the fastest-growing Higher Education platforms in Europe, we currently have a 50k (and growing) community of Aula users. We work under the model of 'following the sun' so support is there for our clients 24/7. We believe that support is not a cost centre for us, but it's a strategic advantage!

  • We on average solve 500 tickets per day, with a median 30-minute first-reply time and 2 hour resolution time.
  • Recently, we discovered an issue that wasn't directly our fault around student enrollment. We put together a new way to fix it, and in less than a week had fixed over 2000 enrollment issues so that students weren't blocked from learning.

This is an opportunity to think big and impact the way we support our customers from day 1! This role will give you the opportunity to be the strategic voice of our customers and helps us build the world's best product support function ever.

In this role, you will;

  • Communicate best practices ensuring our users’ needs are met using the Aula platform to improve user satisfaction.
  • Ensure all users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing support with the highest level of quality to exceed our users’ expectations taking a minimum of 30 tickets/day whilst maintaining CSAT above 94%.
  • Coache other team members on quality to constantly exceed personal and team goals.
  • Diagnose and troubleshoot product issues/bugs and apply creative solutions for resolution/workarounds independently.
  • Coach and educate users via training to encourage engagement.
  • Make specific recommendations to significantly reduce ticket volume.
  • Change the operations of other teams through feedback and escalation of issues.
  • Provide input on processes to drive efficiencies (automation, content etc.)
  • Run and communicate small cupcakes to improve team effectiveness.

Requirements

We’d love to hear from you if… 🔍

You have...

  • A technical aptitude for, and experience troubleshooting web applications and mobile applications in a Saas environment. (It would be great if you had a basic understanding of APIs)
  • A previous experience in a technical support/customer support role.
  • A demonstrable history of regularly exceeding targets.
  • Experience creating and delivering training.
  • Used Zendesk before.
  • Worked closely with product teams.
  • Excellent problem solving and analytical skills with great attention to detail.
  • Excellent written and verbal communication skills in English.
  • The ability to multitask and keep up with a fast-paced start-up environment.

You...

  • Appreciate the value of diverse and inclusive teams.
  • Thrive in caring and direct feedback environments.
  • Like to improve your process as much as you like to improve your product.
  • Respond positively to change, demonstrating flexibility in shifting priorities with seasonality (and sometimes with weekend work)
  • Like to think outside of the box to continuously improve the way we work.