Support Operations & Communications Lead (SAMpeople)
Resumen del puesto por JobGrid
Support Operations & Communications Lead (SAMpeople) at Arbor Education: Wakefield, Reino Unido; Híbrido; Jornada completa; Soporte y éxito del cliente. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Wakefield, Reino Unido, Híbrido
- Role classification: Soporte y éxito del cliente, Jornada completa
- Source freshness: checked by JobGrid on 2026-05-30.
- Application path: candidates continue to the employer application page with non-personal referral tags.
Location: Wakefield, Hybrid
Salary: up to £32,550
About the role
We are looking for a versatile, data-driven professional to bridge the gap between technical support engineering, internal stakeholders, and our customers. This role is a unique hybrid of Incident Management, Strategic Communications, and Data Analytics. You will be responsible for orchestrating the response to critical issues, keeping all parties informed, and translating support data into actionable insights that drive our bug sprint planning and Learning Management System (LMS) content.
Key Responsibilities:
Incident & Process Coordination
- 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.
Strategic Communications
- 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.
Data Analysis & Insights
- 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.