Posted by Experienced in higher education technology and passionate about helping universities maximise the value of their student management systems? Tribal Group is currently recruiting a Senior Customer Support Consultant (SITS) to join its remote UK support team. This exciting opportunity is designed for professionals with in-depth knowledge of the Tribal SITS platform who enjoy solving complex customer challenges, delivering exceptional service, and supporting digital transformation across higher education institutions. With a competitive salary of £35,000–£45,000, flexible remote working, comprehensive employee benefits, and excellent career development opportunities, this position offers an outstanding next step for experienced education technology professionals.
Job Overview
Job Title: Senior Customer Support Consultant – SITS
Company: Tribal Group
Location: Remote (United Kingdom)
Salary: £35,000 – £45,000 per year
Industry: Education Technology (EdTech)
Work Arrangement: Fully Remote (UK)
About Tribal Group
Tribal Group is a globally recognised education technology company that provides software solutions, consultancy, and services to educational institutions around the world. Its products help universities and colleges improve student engagement, streamline administrative processes, and make informed decisions using data-driven insights.
One of Tribal’s flagship products is the SITS Platform, a comprehensive student information management system that supports the complete student lifecycle—from admissions and enrolment through graduation. By helping institutions manage student data efficiently, SITS enables universities to deliver better educational experiences while improving operational performance.
About the Senior Customer Support Consultant Role
The Senior Customer Support Consultant will join Tribal’s SITS support team, providing advanced application-level support to higher education customers. The role focuses on statutory processes, student systems management, and delivering high-quality customer service through phone, email, remote support, and customer portals.
Beyond resolving customer issues, the successful candidate will provide leadership within the support team, promote best practices, contribute to service improvements, and help customers optimise their use of the SITS platform.
Key Responsibilities
As a Senior Customer Support Consultant, you will:
- Manage customer incidents through phone, email, support portals, and user groups.
- Ensure incidents are handled within agreed service level agreements (SLAs) and KPIs.
- Deliver outstanding customer experiences through proactive communication.
- Keep customers informed throughout investigations and issue resolution.
- Prioritise workloads efficiently while supporting commercial objectives.
- Build strong relationships with internal teams and university stakeholders.
- Develop expert knowledge of Tribal’s SITS platform.
- Provide trusted advice on best practices for using SITS effectively.
- Identify recurring issues and recommend service improvements.
- Support continuous improvement initiatives across the support function.
- Produce and maintain customer documentation, FAQs, and user guides.
- Mentor colleagues and promote knowledge sharing across the support team.
Required Skills and Experience
To succeed in this role, candidates should possess:
- Experience working within the Higher Education sector.
- Proven customer support or higher education consultancy experience.
- Strong customer service and relationship management skills.
- In-depth knowledge of Tribal’s SITS platform.
- Experience with the SITS Admissions module (preferred).
- Strong problem-solving and analytical abilities.
- Excellent communication skills.
- Effective workload prioritisation and time management.
- Ability to work independently in a remote environment.
- Strong collaboration and stakeholder engagement skills.
Why Work at Tribal Group?
Tribal Group offers an attractive benefits package designed to support employee wellbeing, career development, and work-life balance.
Benefits include:
- Competitive salary (£35,000–£45,000).
- Fully remote UK working.
- Flexible working arrangements.
- Private Medical Insurance.
- Health Cash Plan.
- Employee Assistance Programme.
- Generous parental leave.
- Holiday buy and sell scheme.
- Opportunity to work overseas for up to eight weeks annually.
- Access to online learning and professional development.
- Volunteer days.
- Employee recognition platform (Achievers).
- Inclusive and supportive workplace culture.
Career Growth Opportunities
Working with Tribal provides valuable experience in:
- Higher Education technology.
- Student Information Systems (SIS).
- Customer Success.
- Application Support.
- Digital Transformation.
- Education Consultancy.
- Technical Customer Support.
- SaaS Solutions.
This experience can open pathways into senior positions including:
- Customer Success Manager
- Education Consultant
- Product Specialist
- Technical Consultant
- Customer Support Team Lead
- Solutions Consultant
- Professional Services Consultant
Who Should Apply?
This opportunity is ideal for professionals who:
- Have experience supporting higher education institutions.
- Already work with Tribal’s SITS platform.
- Enjoy solving technical problems.
- Thrive in customer-facing environments.
- Want to influence digital transformation in education.
- Prefer flexible remote working.
How to Apply
Interested candidates should APPLY HERE.
Before applying, ensure your CV clearly demonstrates:
- Higher education sector experience.
- Experience using Tribal SITS.
- Customer support achievements.
- Technical problem-solving abilities.
- Experience supporting admissions or student systems.
- Communication and stakeholder management skills.
Applications may close before the advertised deadline, so early applications are encouraged.
Frequently Asked Questions
Where is this role based?
The position is fully remote and available to candidates based in the United Kingdom.
What salary is offered?
The salary ranges from £35,000 to £45,000 per year.
Is SITS experience required?
Yes. Candidates should have strong knowledge of Tribal’s SITS platform, particularly the Admissions module.
Does Tribal offer flexible working?
Yes. Tribal supports flexible working arrangements and remote work.
What industry is this role in?
The role is within the Education Technology (EdTech) sector, supporting higher education institutions.