Senior Customer Support Consultant

Experienced in Higher Education consultancy? Ready to join an organisation driving change in the sector? This opportunity could be perfect for you!

Tribal is a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning experiences and ultimately delivering successful outcomes.

The SITS Platform

Tribal’s SITS platform is built for higher education institutions striving to elevate the entire student journey. From enrolment to graduation, SITS empowers universities to seamlessly collect, analyse, and act on critical data, turning insights into meaningful action. It’s more than just software; it’s a transformational tool that streamlines operations, enhances collaboration, and ensures every student receives a personalised, outcome‑driven experience.

The Role

The role of the Senior Customer Support Consultant within our SITS team is to provide a professional application level support service to our Higher Education customers. The role also provides technical and operational support using telephone, email and remote assistance. The role provides leadership, guidance and an increased level of technical competence and process understanding within the support team. Your responsibilities will include:

• Lead the effective and professional management of customer incidents across telephone, email, the support portal, and user groups, ensuring all interactions are accurately recorded and progressed in line with agreed SLAs and KPIs.
• Deliver an exceptional customer experience by maintaining proactive communication, providing clear updates on investigation progress and resolutions, and demonstrating a strong understanding of what success looks like for each SITS customer.
• Apply strong time‑management and prioritisation skills to maintain control of workload, identifying opportunities for recoverable time and supporting commercial objectives where appropriate.
• Build and sustain productive, collaborative relationships with internal teams and external stakeholders to support high‑quality service delivery and customer satisfaction.
• Develop and maintain expert‑level knowledge of the SITS product suite and associated services, acting as a trusted advisor to customers and colleagues.
• Champion and promote best practice in the use of SITS products and services, guiding customers toward optimal and efficient system usage.
• Actively contribute to continuous service improvement by identifying recurring issues, recommending enhancements to internal processes, and providing insight into product design and usage improvements.
• Support the creation and maintenance of high‑quality customer‑facing documentation, including FAQs, help sheets, and user guidance, ensuring clarity and accuracy.
• Foster a collaborative team environment by encouraging knowledge sharing, supporting colleagues, and contributing to a culture focused on high performance and continuous improvement.

What you’ll bring:

• Experience within the Higher Education sector.
• Provision of strong customer experience.
• In‑depth knowledge of Tribal’s SITS system, ideally the admissions module.

What can Tribal offer you?

We offer a range of exceptional benefits to support your wellbeing and work‑life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You will also have access to E‑Learning Opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.

We are committed to creating an environment that enables employees to balance their responsibilities inside and outside of work and encourage and support a range of flexible working patterns for all colleagues. If you need flexibility, apply and discuss your needs with us.

As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector.

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