Customer Success Analyst

We’re people on a mission to help schools use data more effectively to save teachers time and improve student outcomes. At the moment data is more of a burden than a benefit to teachers. Schools are increasingly required to store vast amounts of information on attendance, behaviour and assessment, which takes teachers hours and hours a week to input and often isn’t used effectively to improve student performance.

We’ve built a great system that improves the input, analysis and communication of school information, saving teachers days of precious time and allowing them to target student interventions more effectively to improve the outcomes of hundreds of thousands of children. Imagine taking the register on your iPad, then having the system instantly text all parents whose child was not in school asking them to confirm their absence by texting the school back. Easy.

Since our launch six years ago, we’ve raised venture capital from top-tier, socially-minded investors, expanded in three countries, and are now working with thousands of schools, helping them to improve outcomes for hundreds of thousands of students. We care about our social goals as much as our business targets and want to make a lasting, positive impact across the education sector. We’re looking for passionate, curious, ambitious people who share our ethos and want to make an impact at scale.

We're now looking for a Customer Success Analyst to join our growing support team in Leeds.

About the role

As Customer Success Analyst, you'll be responsible for providing excellent first line support via incoming calls and emails to ensure our schools have a great experience with us. You'll do this by:

  • Ensuring that queries are resolved in a timely manner and that the customer is happy with the resolution
  • Identifying where client accounts may be at risk and escalating to the Customer Success Manager or Account Manager as needed 
  • Resolving or referring queries to Customer Success Managers, Account Managers and Senior CSAs as necessary
  • Working closely and maintaining relationships with colleagues across different teams at Arbor
  • Maintaining and keeping up to date your Zendesk and CRM records
  • Working within company service level agreements (SLAs) and adhering to ticketing best practice
  • Showing willingness to go the extra mile to delight our customers
  • Contributing to Analyst Team planning
  • Making a note of customer suggestions for improvement and share these with the team

    About you

    We're looking for someone who's really passionate about providing great service, and ensuring our schools have the best experience possible. An interest in technology and a passion for education would be a massive bonus too! On top of this we're also looking for:

    • Outstanding communication and interpersonal skills
    • Excellent written and spoken English
    • A proactive approach to answering calls and emails
    • A passion for delivering excellent customer service
    • Excellent ability to interpret data and understand school needs and develop school insights.
    • A strong problem-solver who isn’t afraid to work across teams to find solutions
    • Ability to work effectively within a fast-paced environment by demonstrating great time management and organisational skills
    • An understanding of the national educational landscape is a plus!

    What to expect when you join us

    At Arbor you’ll be joining a really forward-thinking team who are smart, driven, socially minded, and not afraid to challenge each other. You’ll always see the impact of your work and know that you’re making a real positive difference, not just to education, but to the people you work with too.

    We also offer…

    • Regular team socials where we spend quality time together doing something different (we’ve had pizza making, problem solving, and even white water rafting!)
    • Plenty of opportunity to learn and develop in your role. We also have a dedicated budget for professional development as well as consistent internal training and professional support
    • Childcare vouchers and a bike to work scheme
    • 24/7 access to speak to a GP via Babylon Health
    • Delicious snacks and drinks all day (with an endless choice of various teas!)