Arbor Education

👥 101-250💰 Private over 4 years agoEducation Big Data SaaS💼 Private Company

Arbor Education empowers schools globally with innovative SaaS solutions. We build and maintain a robust data platform, centralizing information from diverse sources to provide powerful analytics and streamlined workflows. Our commitment to improving the lives of teachers and students drives our focus on user-friendly technology and exceptional data management. We leverage a modern tech stack including Snowflake, Python, SQL, and Terraform, fostering a collaborative and supportive engineering culture. As a rapidly growing EdTech company with significant funding, we offer a remote-friendly environment and exceptional benefits, including generous parental leave and a dedicated wellbeing team. Join Arbor and contribute to a mission-driven organization that's transforming education.

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Jobs at this company:

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🔥 Customer Team Lead (Arbor Finance)

Posted 27 days ago

📍 United Kingdom

🔍 SaaS

🔧 Requirements

Considerable experience in a team lead or supervisory role, preferably within a SaaS environment.
Proven experience in customer onboarding, training, and/or support.
Strong understanding of customer success principles and methodologies.
Excellent communication, interpersonal, and problem-solving skills.
Ability to thrive in a fast-paced, dynamic environment.
Strong analytical and data analysis skills.
Experience with project management methodologies (e.g., Agile).
A proactive and results-oriented approach with a strong work ethic.
A passion for customer satisfaction and continuous improvement.
Experience with Zendesk and Jira an advantage
Experience in the Finance industry or of bookkeeping
Experience working with remote teams.

💡 Responsibilities

Lead, mentor, and develop a high-performing team
Foster a collaborative and supportive team environment that encourages growth and innovation.
Conduct regular performance reviews and provide constructive feedback.
Identify and address team challenges proactively.
Oversee the entire customer lifecycle, from onboarding and training to ongoing support.
Ensure smooth and timely product releases, including effective communication to customers.
Work closely with Engineering to prioritise and resolve customer issues and product bugs.
Monitor key performance indicators (KPIs) and identify areas for improvement in delivery and customer satisfaction.
Continuously analyse and optimise existing processes to improve efficiency and effectiveness
Identify and implement best practices in customer onboarding, training and support working closely with MIS counterparts to stay up to date on how those teams are operating
Make independent decisions and take ownership of delivery outcomes with minimal supervision.
Proactively identify and mitigate potential risks.
Effectively communicate decisions and their rationale to stakeholders of all levels.
Build and maintain strong relationships with customers.
Proactively address customer concerns and ensure their needs are met.
Advocate for customer needs within the organisation

LeadershipProject ManagementAgileData AnalysisPeople ManagementProject CoordinationJiraFinancial ManagementCommunication SkillsAnalytical SkillsCustomer serviceMentoringAccount ManagementTrainingSales experienceTeam managementStakeholder managementProcess improvementFinanceCustomer supportCustomer SuccessBookkeepingSaaS

Posted 27 days ago

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🔥 DevSecOps Engineer

Posted 28 days ago

📍 United Kingdom

💸 60000.0 - 65000.0 GBP per year

🔍 Software Development

🔧 Requirements

Extensive experience in Cyber Security and associated Engineering practices
Proven track record in DevOps Engineering within large-scale platforms
Proficiency in distributed cloud systems, particularly Amazon Web Services
Expertise in Infrastructure as Code (IaC) tooling such as Terraform and CloudFormation
Experienced in languages such as PHP, Bash or Python
Experience with Docker and containerisation
Familiarity with monitoring tools like DataDog, Prometheus, or similar platforms

💡 Responsibilities

Collaborate with stakeholders to pinpoint security enhancements across platform architecture and infrastructure, devising and executing strategic plans for implementation
Work closely with the Platform team to enhance security measures across all system components, embedding robust security processes and tooling
Contribute to the evolution of deployment frameworks, emphasising security, deployment speed, and system stability
Elevate platform security through the integration of configuration management software for handling sensitive information
Play an active role in incident response, resolution, and post-mortems, facilitating continuous improvement
Participate in knowledge-sharing initiatives, including tech-talks and team-based learning sessions
Maintain meticulous documentation, utilising playbooks/runbooks and comprehensive systems documentation to facilitate knowledge dissemination

AWSDockerPHPPythonBashCybersecurityPrometheusDevOpsTerraform

Posted 28 days ago

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🔥 Customer Self-Service Experience Manager

Posted about 2 months ago

📍 United Kingdom

🧭 Full-Time

💸 40000.0 - 45000.0 GBP per year

🔍 Education

🔧 Requirements

Strong understanding of AI, machine learning, and natural language processing concepts
Experience with chatbot platforms, particularly Ultimate AI, is highly preferred
Proficiency in data analysis tools (e.g. Google Analytics, Zendesk Explore and/or Gainsight) to extract meaningful insights from customer interactions

💡 Responsibilities

Own the customer self-service journey and deliver a high customer experience
Look for proactive self service opportunities such as customer milestone calendars
Self-service Optimisation: Continuously analyse our self-service tools to identify improvements such as our Help Centre and bot performance
Refine help centre articles, bot responses, intent recognition, and natural language processing capabilities to ensure accurate and helpful interactions.
Workflow Development: Design and implement custom workflows (including those related to key milestones) to automate routine tasks, streamline support processes, and enable customers to get best-in-class digital self-service support.
Content Collaboration: Work closely with our internal teams, including Support, Customer Education, Customer Onboarding, Marketing and our Community Manager, ensuring consistency and clarity in customer information.
Data Analysis: Leverage data analytics tools to gain insights into customer behaviour, pain points, and emerging trends. Use these insights to refine bot strategies and optimise support processes.
Training and Development: Stay up-to-date with the latest AI and chatbot technology advancements. Train team members on bot usage, troubleshooting, and best practices.
Stakeholder Management: Collaborate with cross-functional teams to ensure seamless integration of the bot and Help Centre into our overall support strategy.
Creativity and Innovation: A passion for exploring new ideas and finding innovative solutions to customer challenges.
Customer Focus: A strong customer-centric mindset, always striving to deliver exceptional support experiences.
Teamwork: Ability to collaborate effectively with team members across different departments.

SQLArtificial IntelligenceData AnalysisMachine LearningGoogle AnalyticsData visualizationData analytics

Posted about 2 months ago

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