Customer Team Lead, Arbor Education
Arbor Finance
£35.7-42k
More information about location
We helps schools transform the way they work using data
Job no longer available
We helps schools transform the way they work using data
101-200 employees
Job no longer available
£35.7-42k
More information about location
101-200 employees
Company mission
Arbor's mission to transform the way schools work for the better, and it starts by giving everyone the right tools and technology for the job.
Role
Who you are
- 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
Desirable
- Experience with Zendesk and Jira an advantage
- Experience in the Finance industry or of bookkeeping
- Experience working with remote teams
What the job involves
- We are looking for a passionate and driven Customer Team Lead to join our Customer team and help us deliver an excellent customer experience, using data to inform opportunities to streamline the customer journey and manage a small team made up of digital onboarding specialists, trainers and support analysts
- The remit and focus of this role is to lead a small, dynamic team of 6 individuals responsible for the successful delivery and ongoing support of our Arbor Finance product and foster a collaborative and supportive team environment that encourages growth and innovation
- It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a clear communicator and enjoy working collaboratively, this is the role for you
- 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
Application process
- Phone screen
- 1st stage
- 2nd stage
Our take
Arbor helps schools transform the way they work, saving teachers time and improving student outcomes.
The mess and stress of data and admin is a major source of unhappiness in our schools. 60% of a teacher's time is spent on admin-related work, 53% agree that it contributes to stress and it's only getting worse every year. Arbor is tackling this by building hassle-free school technology. The company has two products, a Management Information System to automate school workflows, saving teachers time, and benchmarking analytics to identify areas of concern and reduce time to intervention.
With a team of diverse and experienced individuals, including former teachers and education specialists, the company stands poised to enact meaningful change within the sector, Its mission is clear: to assist schools in prioritising what matters most - enhancing the well-being of teachers and fostering positive student outcomes worldwide.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2020
$4m
EARLY VC
Dec 2018
$2.4m
EARLY VC
Total funding: $14.1m
Company benefits
- Aside from the chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday.
- At Arbor we're passionate about learning, and to support this we have a dedicated training budget for all teams.
- Dedicated Mental Health First Aiders and Wellbeing Champions with ongoing support and learning around mental health.
- Depending on your role we can also offer you flexible working - just mention it in your interview and we'll let you know what your options are
- We have regular team socials where we spend dedicated time together. This year we've had BBQs, been to theatre shows, gone white water rafting, and more!
- Half-day summer Fridays Plus, we shut the office for a day at Easter and over Christmas so you get some extra time off then too!
- 25 days holiday (excl. bank holidays)
- EAP - Choice of comprehensive 24/7 support services with UK and Ireland's most trusted health and wellbeing network.
- We're all about making an impact! So everyone who joins us gets 1 day a year to volunteer for a charity or cause of their choice
Company values
- Own what you do - We act like owners, embrace responsibility and own the outcomes of our work - both good and bad!
- Everyday's a school day - Education and technology have changed more in the last 10 years than in the last 100. We need to embrace change and continually challenge ourselves to grow and stay ahead
- Make an impact - We take pride in being part of a movement to improve how schools work, so we're always thinking about how we can make a difference
- No-one can whistle a symphony - ...it takes an orchestra! We work together as a team to help each other, our partners and our customers to achieve their full potential
Company HQ
London, UK
Articles
Leadership
James Weatherill
(CEO)Previously Analyst at Ledbury Research for 3 years and Venture Manager at Therefore Ventures for 1 year
People progressing
Joined as Marketing Executive, being promoted to Marketing Manager after 1 year
Ulrik joined Arbor 10 years ago as a junior developer and has moved through the ranks to Principle Engineer and our longest serving engineer. A great representation of career progression at Arbor!
Diversity, Equity & Inclusion at Arbor Education
Ben Ainger (Talent Acquisition Lead)
- At Arbor, our mission is to transform the ways schools work. That means we serve a broad and diverse professional community - from teachers to SLT to Support Staff - and an equally diverse student and parent community. We want to make sure we build the best products for our schools, and we passionately believe that starts with building a workforce as diverse as the communities we serve
- As of today we know we’re not there yet, but we’re committed to doing the work to improve. We want Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive
- Our focus over the past few months has been on understanding where we need to improve, and on making sure that everyone at Arbor has had the chance to share their views. So far, we’ve established a Diversity and Inclusion Committee, surveyed our team, hosted training and workshops, and reviewed our recruitment process. We know we’ve still got big work to do, but we’re actively working on it. We look forward to hearing your thoughts on how we’re doing
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