Knowledge & AI Content Associate

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies in the US & UK to deliver a new kind of learning that's transforming today’s workforce.

Multiverse apprenticeships are designed for people of any age and career stage and focus on building critical AI, data, and tech skills. Multiverse learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, Multiverse announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes the company the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees globally, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to provide equitable access to economic opportunity, for everyone.

The Opportunity:

Be at the forefront of our AI-first support strategy as a Support Knowledge and AI Content Associate! In this newly created role, you'll be pivotal in building and curating the user-facing knowledge that powers both our AI-driven instant answers and our searchable knowledge base. You'll bridge the gap between human expertise and AI efficiency, directly impacting user experience and support effectiveness. If you're passionate about UX content creation, the application of AI in support, and creating user-centric conversational solutions, we want to hear from you.

Key Responsibilities:

• You'll craft and structure content for our learner and client-facing knowledge base, ensuring it's easily understandable for both human users and AI systems.

• You'll execute knowledge management processes, including collaborating with teams across departments to review and update existing content, guaranteeing its accuracy and consistency.

• You'll analyse (sometimes vague) product, process and policy change documentation, asking pertinent questions to allow you to transform this into clear, complete and accurate user-centric knowledge.

• You'll analyse content and AI performance data to identify opportunities for improvement.

• You'll conduct quality assurance checks on AI-generated outputs to identify inaccuracies and refine content to improve the quality of AI responses.

• You'll support content and knowledge administration tasks, including migrating content between different tools and platforms and applying appropriate metadata.

About You:

• 1-2 years' experience in a similar role, either within or working closely with a support team, ideally in a B2B/SaaS or education setting.

• Demonstrable experience or a keen interest in AI, conversational design, and prompt engineering.

• Experience in analysing data to improve content.

• Strong attention to detail and excellent UX writing skills.

• Ability to work effectively with stakeholders from different teams.

• Strong problem-solving skills and a proactive approach to enhancing content and knowledge management.

• Excellent verbal and written communication skills.

• You take ownership of your professional development and act as a role model for best practice in all your work.

Benefits

• Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.