Senior 2nd Line Customer Success Analyst

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.

We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job.

We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.

Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.

About the role

Our 2nd Line Customer Success team are growing and we are looking for a Senior Analyst to help provide excellent second line support to schools and colleagues, onboard new starters, and mentor and coach junior members of the team, upskilling in technical areas of Arbor. You will also be an escalation point within 2nd Line, dealing with more complex queries.

Core responsibilities

• Be a role model for best practice by providing excellent second line support to customers

• Own the onboarding of new Second Line Customer Success Analysts

• Coach and mentor new starters, ensuring they feel supported and have the required knowledge to resolve basic First and Second Line support queries

• Support management with dealing with 2nd line escalations

• Identify knowledge gaps and training needs within the second line team and make recommendations to the Team Lead on how to address these

• Ensure queries/complaints are resolved for clients within service level agreements (SLAs) and that the customer is satisfied with the resolution

• Identify where client accounts may be at risk and relay information to the Project Team or Account Manager to produce clear mitigation plans when needed

• Work closely with all relevant departments ensuring all necessary relationships are maintained, allowing free communication of ideas and information that may affect our customers.

• Identify customer pain points and feed this back to relevant stakeholders

• Maintain and keep Zendesk up to date.

• Consistently represent and work in line with company values

• Exemplify the willingness to go the extra mile to delight our customers

• Identify and proactively share key themes arising from calls and emails

About you

• Outstanding communication and interpersonal skills

• A passion for coaching and mentoring others to support with their development

• A proactive approach to addressing customer queries and solving problems

• A right first-time attitude with a passion for delivering excellent customer service

• Ability to work effectively within a fast-paced, and results-oriented culture, demonstrating strong operating instincts, organisational skills and discipline

• Excellent knowledge of our products and how they add value to our customers

• Working knowledge of ITIL framework and problem and incident management

• Working knowledge of SQL

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at [email removed - click apply for more details].

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.