Senior Manager, Learner & Client Support

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
Reporting directly to the Director of Global Support, you will have the opportunity to continue developing both our learner and client support teams, ensuring that we provide an outstanding learner and customer experience every step of the way. We are looking for a leader to inspire, lead, and drive the strategy for our global support teams. You are a builder at heart and are passionate about working cross functionally with varied stakeholders to help consistently refine our offering. You possess outstanding commercial acumen and are extremely customer centric. You have a proven track record of inspiring and developing next-level leaders and thrive in an environment where people are empowered to do their best work. You are detail and data oriented and are constantly looking for ways to hit and exceed our performance targets. You’ve managed a Customer success or Support team before, working closely at the intersection of customer support, product and knowledge management to help our users solve their problems in a quick and quality assured way.

Once here, you will

• Build and shape the future of our learner and client support teams, ensuring we are focused on crafting differentiated experiences for our learners and customers, with the ultimate objective to drive retention

• Lead a team of two Support managers who oversee our client and learner support teams, including Tier 1, Tier 2 Support, Feedback and Complaint handling, ensuring that we provide a stellar experience throughout the entire user journey

• Drive consolidation of support-related tools across the organisation ensuring fully integrated and streamlined issue management

• Work with optimisation team to push forward our AI-first transformation strategy across both learner and client support teams

• Track key performance indicators for our Support teams with a focus on driving results, improving efficiency and creating quality experiences

• Coach and develop our current and up-and-coming leaders with a focus on leadership skills and career development

• Transform the team to enable future support team strategies including introducing live chat, setting up tiered structure to handle issues according to severity and expanding the remit of issues handled by the team

• Enable the team’s expansion in line with the company’s global expansion strategy - help build and manage a multi-country support team and drive consistent user experience

About you:

• Experience scaling customer support teams in hyper-growth environments, preferably with a B2B/ SaaS product

• 10+ years of work experience with 4+ years experience leading high-performing support teams and managing teams across multiple geographical locations

• Experience working in client facing roles and possess a strong commercial acumen

• A deep understanding of people leadership with a strong passion for building effective teams and developing talent

• Expertise in partnering with product, and engineering teams to improve process and influence roadmaps

• Strong analytical skills and are practiced at using and interpreting data to inform strategic direction

• You have excellent verbal and written communication skills and are able to work effectively with people at all levels, in all departments both internally and externally.

• You treat everyone in your team equitably, ensuring all team members feel a sense of belonging and value.

• You own your own development and role model best practice in everything you do.

While it’s not required, it’s an added plus if you also have:

• Experience in partnering with and/or helping to manage the relationship with BPO vendors

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 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.