Multiverse
Senior Manager, Learner & Client Support
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Senior Manager, Learner & Client Support
Senior Director – Support Transformation & Scaling Advocate, Multiverse
Multiverse is the upskilling platform for AI and Tech adoption. Our mission is to equip the workforce to win in the AI era.
About Multiverse
We partner with 1,500+ companies to deliver AI, data, and tech skills at scale. Our learners have already contributed a $2bn+ ROI for their organisations, improving productivity and measurable performance. Since raising $70m+ in funding in 2026—led by Schroders Capital—our valuation hit $2.1bn, making us Europe’s first EdTech double unicorn. With 800+ employees and ambitious growth plans, we’re investing in people’s potential through technology.
The Opportunity
Multiverse is building the next generation AI-first workforce transformation platform. This role is a clean-sheet opportunity to design end-to-end support operations for a multi-stakeholder audience—learners, coaches, and employers—and ensure high-quality service at scale.
This is NOT a queue-management role. You will:
✔ Own the operating model from first principles, not just "run" support. ✔ Set the direction—design the journey for all requester types (learner, coach, employer, internal seller). ✔ Configure Intercom end-to-end with a strategic focus on escalation, SLAs, and AI/human handoffs. ✔ Lead a team (Support Manager, Knowledge Manager, internal technical specialist) to ensure performance and growth. ✔ Define an AI resolution roadmap while prioritising knowledge standards and safeguarding compliance.
At Multiverse, you’ll craft a forward-thinking support framework that scales with AI, new products, and evolving customer needs.
What You Will Own
The Build: First 6 Months (Clean-Sheet End-to-End)
- Assess current state, design future-state architecture, and coordinate the build.
- Journey-first design: Map touchpoints (first contact to resolution) for each stakeholder, integrating:
- Communication design, escalation workflows, AI-to-human handoffs, and waiting states.
- Intercom configuration: Define metadata, workflows, SLAs, and snoozing—every system layer traces back to the experience.
- Act as single-threaded owner of the programme, directing Intercom Professional Services and onboarding internal stakeholders.
Ongoing: Strategy, Metrics & Evolution
- Operating model: Adapt to growth, new products, and AI capabilities. Set roadmaps two quarters ahead.
- Metric framework: Track leading, process-level, and output metrics—prioritising cost clarity over inflated "scores" (e.g., FCR>.
- Business case: Justify support expenses as revenue protection for the business.
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AI & Knowledge Foundation
- Define an AI roadmap, balancing quality thresholds and avoiding offloading context-sensitive cases to AI (e.g., safeguarding, funding eligibility).
- Set knowledge standards, coach the Knowledge Manager, and drive contributions from all stakeholders.
Cross-Functional Leadership
- Own escalation models, ensuring context continuity across teams.
- Surface recurring support blockages, advocate for cross-functional fixes, and standardise outcomes in a Umbrella Forum.
Your Leadership Impact
Core Expectations
- You think systems, not tickets. Experience in multi-sided platforms, compliance-heavy environments (regulated EdTech/Ofsted/ESFA), and transitioning aging support infrastructures.
- Deep Intercom fluency with exhibits to diagnose misconfigurations and evaluate vendor suggestions.
- Expertise in metric design, explaining trade-offs to executives without relying on “vanity metrics.”
Soft Skills: Influence, Directness & Impact Pressure Resistance
- Stakeholder management: Partner seamlessly with Product, Engineering, Learning, and Customer Success.
- Pushing boundaries: Advocate for long-term value over short-term "cost avoidance"—avoid the trap of staffing-driven AI adoption.
- Urgency and pragmatism when mobilising teams without overloading daily ops.
Tailored Experience (Preferred)
- Detailed knowledge of company policy stacks (e.g., safeguarding, apprenticeships, safeguarding risks).
- Linear/Guru/Slack familiarity for cross-system collaboration.
- And experience where support was adapted to protect revenue.
About You
Essential Experience: Proven Track Record
- 9+ years in support ops, service design, or CX roles, including a redesign from foundations.
- Multi-stakeholder environments: Cruise between learners, funders, educators, and income-generating teams.
- Design past the handoff: Human + AI division, onboarding, and coaching.
- Knowledge management systems imprinted in a Vision-Documents-Languages model.
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Leadership Fit: Instinct & Perspective
- Be respectful to those tasked with execution but unflinchingly direct to protect the GTM strategy.
- Experience the balance between urgent demand and systemic growth while keeping the operational support team aligned.
- Apply knowledge aufftery to AI systems, not in contest—placement of uplift feeds confidence.
Why Join Multiverse?
Unusual in the Industry: A Clean-Sheet Build
You’ll bid on greenfield rather than inherit poverty. That’s enabled by senior leadership’s approach guarantee.
- Direct executive mandate to embed support in retention/value.
- Senior Director backing managing dependencies.
- Well-oiled infrastructure from day one.
Greenfield also means:
🌱 Structured from the ground up. 🎯 Metrics that correctly apply to AI-first environments. 🛠 Straight alignment with ask lines of accountability.
Benefits
Wellbeing
- 32 days paid leave (27 holiday + 5 flexidays including mental health and volunteering participation).
- Commercial health benefits: Bupa/medical cashback, life cover, and EBFs via Spill and Wellhub.
Work Style
- Hybrid in-person locale: 3 days/week at London HQ, wherever apprentice Analog is based, quick fireleader knowledge management.
- Work-from-anywhere option: 10 days/year for focused backup projects.
Perks
- Connecting spaces with fully stocked kitchen between builds.
- Customised multi-system-forum iteration updates where executives can analyze objectively what’s working in learning paths, safeguarding bounds, and safeguard accuracy.
- Seasonal team events that cultivate long-term thinking through partnership.
Our Commitments
Diversity & Inclusion
Multiverse actively values each applicant’s background without bias. Diversity, Equity & Inclusion is a business standard, non-negotiable. Read our D&I Policy.
Safeguarding is a priority.
Every staff member will complete at least a Basic DBS check upon hiring, as our Safeguarding Policy mandates;
Learners we instruct hold Enhanced DBS checks for many programs contributing to vulnerable cohorts—and application integrity is criminally or contractually waivable. Prioritisation over brags supports wider integrity concerns.
Be bold: apply direct and будь образцовић.
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