Job Description

Role Introduction
Role overview:
Act as a senior leader within the customer support team, resolving the most complex technical and functional issues while driving strategic improvements to support quality, self-service effectiveness, and customer experience. Use advanced problem-solving skills and cross-functional collaboration to reduce case volume, increase resolution speed, and enhance service scalability.
What You Will Do
Key Responsibilities:

• Independently resolve cross-functional, high-priority cases, ensuring deep root cause analysis and permanent resolution with minimal escalations.
• Conduct strategic root cause investigations, identify systemic issues, and drive corrective actions in collaboration with Product, Engineering, and CX teams.
• Govern and author high-impact internal and customer-facing knowledge articles that reflect product evolution and improve team scalability.
• Serve as a trusted escalation point and coach for Support Consultants and Associates, helping develop their technical capabilities and decision-making.
• Lead efforts to boost customer self-resolution and adoption of AI tools by refining content, optimizing knowledge flows, and improving usability.
• Participate in or lead initiatives to refine case workflows, improve tooling, and ensure compliance with quality and operational standards.
• Work with Customer Success Managers, Product, and Engineering to ensure customer insights directly shape roadmap decisions.
• Drive high-performance behaviors within the pod, consistently challenging standards and fostering a mindset of ownership and urgency.

#LI-MP1
What You Will Have
Key Competencies required

• Experience - 4 to 7 years
• Customer Focus- Ensures complex issues are resolved with clarity and empathy; anticipates customer needs.

Collaborative- Works seamlessly across departments and shares knowledge generously; helps build team cohesion. * Manages Complexity- Breaks down multi-faceted problems, identifies root causes, and delivers structured solutions.

• Plans & Aligns- Creates logical action plans, aligns with key stakeholders, and minimizes bottlenecks.
• Communicates Effectively- Communicates professionally across channels; tailors messaging for technical and non-technical audiences.
• SaaS Environment Awareness- Applies knowledge of SaaS architecture, uptime, and service expectations to support engagements.

What We Do For You

• Wellbeing focused - Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.
• Annual Leave - 20 days of annual leave, plus public holidays
• Employee Assistance Programme - Free advice, support, and confidential counselling available 24/7.
• Personal Growth - We're committed to enabling your growth personally and professionally through development programmes.
• Life Insurance - 2x annual salary
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus - Our Group-wide bonus scheme enables you to reap the rewards of your success.

Who We Are
OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of 330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.
We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.
To learn more about working at OneAdvanced please