Multiverse
Senior Manager, Learner & Client Support
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Senior Manager, Learner & Client Support
Senior Director, Support (AI-First Workforce Transformation Platform)
At Multiverse, the upskilling platform for AI and tech adoption, we’ve partnered with 1,500+ companies to transform today’s workforce. Our apprenticeship model drives $2bn+ ROI for employers and is backed by $70m in strategic funding, valuing us at $2.1bn. With 800+ employees, we’re scaling to equip the workforce for the AI era.
Join us and lead the design and execution of a clean-sheet AI-first support function, linking learning to career outcomes at scale.
The Opportunity
Multiverse is building the AI-first workforce transformation platform. As we approach $1bn+ in bookings, we’re investing in support as a strategic function—modernising infrastructure, strengthening retention, and driving customer trust.
This is a once-in-a-career clean-sheet opportunity.
What You’ll Own
Phase 1: Design & Build (First 6 Months)
- End-to-end support infrastructure programme: assess current state, define target architecture, manage build, execute cutover, and stabilise—with clear milestones and acceptance criteria.
- Design the learner, coach, employer, and internal support journeys from first contact to resolution, including:
- Communication protocols
- Escalation pathways
- Waiting states
- AI-to-human handoffs
- Translate that design into Intercom configuration, ensuring:
- Taxonomy and workflow architecture
- SLA definitions and routing
- Snooze protocols and ticket transparency reporting
- Act as the single-threaded owner of the programme, managing Intercom Professional Services and developing the long-term technical specialist who will own the platform.
Ongoing: Strategy & Operations
- Own the support operating model, adapting as volume patterns, products, and AI capabilities evolve—with a two-quarter roadmap and strict adherence to delivery.
- Design a metric framework focused on quality over activity:
- First Contact Resolution (FCR)
- Re-contact Rate ( honest measure of quality )
- Revenue protection tied to support investment.
- Establish AI resolution strategy, including:
- Journeys for AI-driven resolution
- Human oversight for policy-sensitive cases ( safeguarding, funding eligibility )
- Building knowledge system to enable scalable AI resolution.
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Cross-Function & Insight
- Lead cross-system escalation models, ensuring visibility and context across departments.
- Turn support into an organisational signal:
- Identify recurring issues, measure their cost impact
- Drive root-cause fixes via cross-functional forums.
Team Leadership
- Manage a small team:
- Support Manager (day-to-day leadership)
- Knowledge Manager (training & standards)
- Internal technical specialist (platform ownership).
- Set ** scalability standards ** above day-to-day operations.
About You
Proven Expertise
- 7–10+ years in support operations, CX design or service redesign—at least one full build/redesign of a support framework and its systems.
- Deep Intercom fluency—ability to direct Professional Services, QA configurations, and recognise errors. Equivalent experience with enterprise support platforms.
- B2C, B2B2C/regulatory environments where support quality impacts compliance, funding or retention.
System Thinking
- Designs operating models, not just workflows—works backward from user experience to process, then systems.
- Understands knowledge, AI and human effectiveness synergies—stresses high-quality knowledge foundation as the basis.
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Leadership Through Influence
- Partners across Product, Engineering, Learning, and Customer Success.
- Direct, data-driven—pushes back on biases; holds senior stakeholder expectations.
- Operating models designed for B2B2C complexity—distinct needs for learners, coaches, and employers.
- Portfolio-management skill (scope cuts to hit deadlines) and cross-team social currency.
Preferred Qualifications
✓ Structured knowledge management expertise (umanages, not executes it) ✓ Familiarity with regulated education/skilled workforce systems (e.g., apprenticeships, Ofsted) ✓ Linear + Guru + Slack integration ✓ Experience advocating for support as revenue-protection investment.
Why This Role?
This position is unique: no inherited legacy system—you be the architect and permanent owner of the function. You’ll have:
- Direct mandate from Senior Leadership
- Full funding for transformations
- Clear goal: build integration between retention and trust at scale.
Benefits
- 27 days' holiday + 5 extra days
- 1 life-event bereavement day
- 2 volunteer + 2 connectivity days (M-Powered Wellbeing Week)
- 8 bank holidays
- Wellbeing support
- Personal medical insurance, cashback scheme, life insurance
- Pitstop at Wellhub, mental health coaching (Spill), gym stipends
- Work flexibility:
- 3-day office collaboration, work-from-anywhere scheme (10 days/year)
- Investment in team culture:
- Stocked kitchen, weekly catch-ups, celebrations
Multiverse Diversity & Commitment
Equal opportunities employer. Safeguarding & compliance for all roles.
Read our DEI Policy [link] | Applications with inaccurate reoffending history will be rejected. DBS checks apply.
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