Support Operations & Communications Lead (SAMpeople)

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.

Experience

• Proven experience in customer service or a related field, preferably in a SaaS environment.
• Strong organisational skills and attention to detail.
• Ability to work collaboratively with internal teams and stakeholders.
• Possess the ability to portray complex technical outages or data trends into clear, concise, and professional updates across the business, including executive leadership and external clients.
• A logical thinker who relies on data to identify patterns, help prioritise engineering efforts, and drive a proactive content strategy.
• Process-Oriented: Thrives in structured environments and remains composed under the pressure of live incidents, ensuring all stakeholders follow established protocols.
• Strategic Collaborator: Comfortable working across 2nd Line, Engineering, Product, and Support teams to communicate technical fixes with broader business goals in mind.

Desirable:

• Experience in providing technical support.
• Knowledge of customer relationship management (CRM) tools.

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. We also offer:

• 25 days annual leave (plus 8 days Bank Hols)
• Your birthday off
• BUPA Healthcare Cashback plan – following successful completion of probation
• Pension Scheme
• Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
• A cracking team to work with!
• Flexible working – we can offer part time or term time hours to suit you and your family

Interview process

1. Phone screen
2. 1st stage
3. 2nd stage