Digital Support Manager

This is an exciting opportunity to join the vibrant and supportive Digital Product Services team in our English Language Teaching division. The Digital Support Manager is responsible for ensuring users of ELT's digital products, including strategic accounts are effectively supported. In this capacity, this role also acts as the empathetic voice of the end user, advocating for their needs and concerns to drive continuous improvement in product development and service delivery.,

• Maintain exceptional support to agreed strategic accounts, addressing their specific needs and challenges.
• Produce and communicate regular updates and ownership of issues until resolution.
• Ensure agreed strategic account issues are resolved promptly and effectively.
• Complete proactive platform support and analysis to ensure customer satisfaction and operational efficiency.
• Conduct proactive analysis/support to identify potential issues before they impact customers.
• Recommend onboarding approach for strategic accounts, ensuring colleagues in sales receive the necessary support and customer satisfaction.
• Develop and maintain strong relationships with customers and colleagues in sales.
• Represent strategic account customer needs, so that requirements and their context are understood by the wider Digital Product team and delivery teams.
• Provide valuable insights to the wider Digital Product Team to help inform product roadmap and to improve our digital products.
• Respond to customer queries and resolve issues in line with SLAs.
• Coordinate with cross-functional colleagues to implement and maintain support strategies that enhance customer satisfaction.
  
  To be successful in this role, you will ideally have/be:
Essential:
• Experience in a customer-facing support role
• Experience of technical problem-solving and resolving issues
• Resourceful with an inquisitive nature
• Good understanding of technology and likely user pain-points
• Communication, networking and influencing within a matrix structure
Desirable:
• CEFR level 1 in Spanish or Portuguese
• Experience as a Subject Matter Expert in platform and customer journeys
• Knowledge of education publishing market, English Language Teaching
  
  We care about work/life balance here at OUP. With this in mind we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.
We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.