About the role
Our Customer Support team is the key initial contact point, dedicated to helping customers use our SaaS products via phone and ticket systems. You'll use sharp logical thinking to investigate and solve problems right away, while keeping detailed records of everything you handle. This role is a great way to build your technical skills fast, as you'll be actively learning from complex product challenges and working closely with our second- and third-line technical experts, as well as various internal teams, to get issues sorted. Essentially, you combine excellent customer service with the essential technical coordination needed to keep our customers happy and successful.
Core responsibilities
* Provide first-line support to customers purchasing our SaaS products, addressing their inquiries and concerns
* Investigate customer queries to determine if escalation to second or third‑line support is required
* Deliver customer support via telephone and the customer ticket system, ensuring timely and effective resolution of issues
* Maintain excellent customer service standards, ensuring customer satisfaction and positive outcomes
* Track information, contact and outcomes accurately, ensuring all data is recorded and accessible
* Collaborate with internal departments and stakeholders to resolve customer issues efficiently
* Think logically and systematically to troubleshoot and resolve customer problems
* Continuously improve customer support processes, identifying areas for enhancement
About you
* Proven experience in customer service or a related field, preferably in a SaaS environment
* Excellent communication and interpersonal skills
* Strong investigative and problem‑solving abilities
* Ability to think logically and systematically
* Proficiency in using customer support ticket systems
* Strong organisational skills and attention to detail
* Ability to work collaboratively with internal teams and stakeholders
Benefits
* 25 days annual leave (plus 8 days Bank Holidays)
* Birthday off
* BUPA Healthcare Cashback plan – following successful completion of probation
* Pension scheme
* Ongoing professional development opportunities including study support and potential funding for external qualifications
* A cracking team to work with!
* Flexible working – part‑time or term‑time hours can be arranged to suit you and your family
Interview process
1. Phone screen
2. 1st stage
3. 2nd stage
Location
Wakefield (Hybrid)
Salary
£24,500 – £27,500
EEO statement
Arbor Education is an equal‑opportunity organisation. Our goal is to create a workplace which represents, celebrates and supports people from all backgrounds, giving them the tools they need to thrive. We actively encourage applications from people of all backgrounds.
Visa sponsorship
We are unable to provide visa sponsorship at this time.
Contact
If you’re interested in this role or require reasonable adjustments during your application or interview process, please email careers@arbor-education.com. We are committed to a fair and comfortable recruitment process. “
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