Product Support Manager

About the role

This role supports, develops and delivers digital learning and assessment products within a global education environment. Working closely with product owners, developers and international stakeholders, you will ensure platforms are reliable, user‑focused and continuously improved.

Key responsibilities

• Manage day‑to‑day support and continuous improvement of digital learning and assessment platforms.
• Coordinate with developers, designers and product owners to deliver new features and enhancements.
• Lead User Acceptance Testing (UAT), gather user feedback and help prioritise product improvements.
• Maintain product backlogs and contribute to product roadmaps.
• Produce and maintain process documentation, user guides, training materials and e‑learning resources.
• Troubleshoot platform issues, provide technical support and workarounds.
• Analyse large datasets using Excel, Power BI and other reporting tools to identify trends and drive improvements.
• Manage relationships with external suppliers, partners and stakeholders.
• Support project delivery, budget tracking and contract management.
• Collaborate with global teams across multiple countries and time zones.

Required profile

• Experience supporting large‑scale technical or digital platform projects, preferably in Ed‑Tech.
• Strong knowledge of digital learning or assessment platforms.
• Experience coordinating UAT and platform testing.
• Advanced Excel skills and experience with Power BI or similar reporting tools.
• Ability to analyse data and translate findings into product improvements.
• Experience creating documentation, training materials and user guidance.
• Strong stakeholder management and communication skills.
• Ability to troubleshoot technical issues and support platform users.
• Experience delivering change across international teams.

Required skills

• Advanced Excel
• Power BI
• UAT coordination
• SaaS platform support

What we offer

• Hybrid working (2 days per week onsite)
• 32 days annual leave
• Flexible working
• 28 % pension contribution
• Performance bonus
• Additional benefits