As Senior Customer Support Manager, you will:
* Lead and develop the Customer Support Managers and Data Manager, ensuring your team is empowered and supported.
* Be the escalation point for technical issues, system outages, and complex customer queries.
* Oversee quality audits and ensure business continuity across our Cambridge and Manila teams.
* Manage the recruitment process and resolve HR matters within the team.
* Design, implement, and manage the Customer Support Data team, owning data governance and analysis.
* Collaborate with colleagues across departments to deliver end-to-end customer experience improvements.
* Support regional teams with complex and escalated queries, enabling them to provide accurate information to diverse customer groups.
Qualifications
We're looking for someone with extensive experience in customer service and people management. You'll be educated to degree level or have equivalent professional experience in customer experience, support, or related fields. You demonstrate excellent analytical, problem-solving, and communication skills, and are confident working with CRM systems and customer data governance. Thriving in a fast-paced, evolving environment, you adapt to change with innovation and resilience. You value collaboration, inclusivity, and integrity, and inspire others to achieve their best.
Are you ready to shape the future of customer experience at a world-leading organisation?
About the Company
Join Cambridge University Press & Assessment as our Senior Customer Support Manager and play a pivotal role in championing our international customer strategy. You'll lead a talented team, drive continuous improvement, and ensure our customers receive outstanding support across the globe. We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.
Why Join Us
Why join us? Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe - for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration. Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background. We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
Benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
* 28 days annual leave plus bank holidays
* Private medical and Permanent Health Insurance
* Discretionary annual bonus
* Group personal pension scheme
* Life assurance up to 4 x annual salary
* Green travel schemes
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