Customer Onboarding & Support Specialist (I-Super User) - Edinburgh, Part-time

I-GTM is the transport management and compliance platform used by UK independent boarding schools. Schools use it to record where every pupil is travelling, arrange taxis, coaches and airport guardians, and meet their safeguarding and UKVI duties. Around 30 of us keep it running, from our base near Banbury and from offices across the UK.

We are looking for an I-Super User: the person who brings a new school onto the platform, trains its staff, and then stays alongside it as its dedicated oversight and support contact. You will look after a portfolio of schools, make sure each one is ready before every travel day, and answer the support tickets its staff raise. You guide and check; the school owns and acts.

What you will do

• Lead new schools through onboarding: configuration, academic years and travel days, data checks, and training the school’s own Super User and House Staff.
• Stay hands-on for a school’s first four travel days, then move to a lighter, oversight-led relationship.
• In the five days before each travel day, work fixed slots with each of your schools so data and preparation are complete before pupils travel.
• Answer school support tickets - process, training, configuration and data-quality questions - through our support system and within agreed response times.
• Spot-check travel records for safeguarding and UKVI compliance, watch the dashboards for slipping standards, and raise concerns early.
• Help schools stop relying on spreadsheets, email chains and WhatsApp, and point parents to self-service help.
• Escalate genuine technical issues to our product and technical team.
• Take rostered shifts covering our travel-day operations team at the start and end of term and at half term, and a shared place on the team’s night-phone rota.

Our Team is based in Edinburgh the role is remote. You will meet for updates and training. Defined rota agreed in advance. Built for experienced people returning to work., This role is written for experienced people - typically ten years or more of working with systems, to protocol and alongside others - who are returning after a career break or are actively looking for work, and who want real responsibility with hours they can plan around. Experience from before a break counts in full.

You will need all of the following:

• 10+ years in roles that required working closely with others while thinking and acting independently, with references and tenure to show for it.
• Experience in a heavily regulated or protocol-driven environment - schools, universities, financial services, local government, healthcare, transport or similar.
• Day-to-day operation of a software platform as a core part of a previous job, not occasional use.
• Experience onboarding or implementing a system for customers, and answering written support queries.
• Experience training, coaching or holding other people to a process - ideally in a customer or partner organisation rather than your own team.
• Clear, accurate written English; most of this job is done in writing.
• Self-accountability, calm under pressure, and the discipline that remote work demands.
• UK-based, with the right to work in the UK, and willing to undergo an enhanced DBS check.

An understanding of safeguarding in a school or child-facing setting is a strong advantage. Backgrounds we particularly welcome: school registrars and house administrators, SaaS customer success and onboarding, regulated client-service roles, university international student offices, council transport teams, guardianship organisations and NHS coordination roles., * Customer Onboarding & Support Specialist : 10 years (required)

• A defined part-time rota agreed in advance, shaped around the school travel calendar, so you can plan your life around it.
• A shared night-phone rota - emergency calls are passed between the team, and nobody carries it alone.
• A paid, structured first month to rebuild confidence with the platform before you carry a school on your own.
• £20.00 per hour, inclusive of rolled-up holiday pay - £17.85 basic plus £2.15 holiday pay (12.07%). Holiday pay is paid with every hour you work and itemised separately on your payslip, so you are never waiting on a leave year to be paid for it.
• A part-time contract with irregular hours: your hours follow the school travel calendar, are rostered in advance so you can plan around them, and are heavier around the start and end of term and at half terms.
• Modern tooling, including AI assistance for drafting and summarising, and a small team where your judgement is relied upon.

How we hire

A career break is nothing to explain or apologise for. Our process looks at what you have done and how you handle the work: a short written exercise based on an anonymised support log, a conversation about a process you designed and held others to, and a walk-through of how you would take a new school from signed contract to its first travel day.

To apply, send your CV with a few lines on the systems you have run day to day and for how long - whenever that was.

I-GTM Ltd is committed to safeguarding and promoting the welfare of children. This role is subject to an enhanced DBS check and satisfactory references.

Pay: £20.00 per hour

Expected hours: 10.0 - 20.0 per week