Support Operations & Communications Lead

Arbor Education

Support Operations & Communications Lead coordinating critical incident responses and analyzing support data. Responsible for collaboration and communication between technical teams and clients.

Posted 5/12/2026full-timeWakefield • 🇬🇧 United KingdomSenior💰 £32,550 per yearWebsite

About the role

Key responsibilities & impact

Act as the central point of contact during high-priority incidents, managing the workflow between engineering, support, and product teams.
Standardise the "path to resolution" to ensure no bottlenecks occur during cross-departmental handoffs.
Conduct post-incident reviews to identify process gaps.
Own the "Voice of Support" by establishing proactive and reactive communication channels for both internal staff and external clients.
Draft technical advisories, status page updates, and internal briefings that translate complex technical issues into clear, simplified language.
Coordinate seasonal outreach initiatives to mitigate support volume during peak academic periods by providing timely, instructional content and milestone-specific guidance to our user base.
Analyse support volume and engineering trends to provide 2nd Line with data-backed recommendations for bug sprint planning.
Identify knowledge gaps in support tickets to drive the content strategy for our new LMS, ensuring our educational material reduces future ticket volume.
Maintain dashboards that track team health and operational efficiency.

Requirements

What you’ll need

Proven experience in customer service or a related field, preferably in a SaaS environment.
Strong organisational skills and attention to detail.
Ability to work collaboratively with internal teams and stakeholders.
Possess the ability to portray complex technical outages or data trends into clear, concise, and professional updates across the business, including executive leadership and external clients.
A logical thinker who relies on data to identify patterns, help prioritise engineering efforts, and drive a proactive content strategy.
Process-Oriented: Thrives in structured environments and remains composed under the pressure of live incidents, ensuring all stakeholders follow established protocols.
Strategic Collaborator: Comfortable working across 2nd Line, Engineering, Product, and Support teams to communicate technical fixes with broader business goals in mind.
**Desirable:**
Experience in providing technical support.
Knowledge of customer relationship management (CRM) tools.

Benefits

Comp & perks

25 days annual leave (plus 8 days Bank Hols)
Your birthday off
BUPA Healthcare Cashback plan – following successful completion of probation
Pension Scheme
Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
A cracking team to work with!
Flexible working – we can offer part time or term time hours to suit you and your family

ATS Keywords

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Hard Skills & Tools

customer servicetechnical supportdata analysisincident managementcontent strategypost-incident reviewsbug sprint planningdashboard maintenanceSaaS experienceprocess standardization

Soft Skills

organizational skillsattention to detailcollaborationcommunicationlogical thinkingdata-driven decision makingstrategic collaborationcomposure under pressureproactive mindsetproblem-solving