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Senior Manager, Learner & Client Support

Multiverse· Operations
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Hybrid (London)Full-timePosted 3mo ago

About the role

Senior leadership role responsible for designing and owning Multiverse's support operating model, with end-to-end build of the support platform and ongoing strategy to improve learner retention, customer trust, and multi-stakeholder satisfaction.

Responsibilities

  • Own the support infrastructure programme end to end: assess current setup, design target state, coordinate the build, manage cutover, and stabilise with clear milestones and acceptance criteria.
  • Design the support experience from first principles for each requester type (learner, coach, employer, internal Multiverse seller): map touchpoints, escalation, waiting states, and AI-to-human handoffs.
  • Translate design into Intercom configuration: taxonomy, workflow architecture, SLA definitions, routing, snooze protocols, ticket transparency, and native reporting; ensure decisions trace back to journey decisions.
  • Act as single-threaded owner of the programme; PM Intercom Professional Services and develop an internal technical specialist to own long-term configuration.
  • Own the operating model evolution as volume, products, and AI capabilities change; set roadmap two quarters ahead and balance delivery.
  • Design metric framework across leading, process, and output layers with first contact resolution and re-contact rate as quality measures.
  • Build and present the business case for support investment as revenue protection.
  • Define AI resolution roadmap and determine which journeys move to AI with human oversight for policy-sensitive cases.
  • Set knowledge system standards and coach the Knowledge Manager to maintain a strong knowledge foundation.
  • Own cross-system escalation model and surface recurring issues to drive root-cause fixes through a standing forum.
  • Lead a small team: oversee day-to-day delivery, QA, and agent management; coach Knowledge Manager and develop internal technical specialist toward independent ownership.
  • Set standards, coordinate Intercom Professional Services, and focus on strategy and forward planning.

Qualifications

  • 7-10+ years in support operations, service design, or CX operations with experience building or redesigning a support function from operating model to system implementation.
  • Strong, hands-on Intercom fluency or equivalent enterprise support platform depth.
  • Track record in a B2B2C, regulated, or multi-stakeholder environment where support quality ties to compliance, funding, or retention.

Skills

Required:Support operations designIntercom/enterprise support platform

Benefits

  • Time off: 27 days holiday, plus 5 days for life events, volunteering, wellbeing, plus 8 bank holidays per year
  • Health & Wellness: private medical insurance with Bupa, medical cashback, life insurance, gym membership, Wellhub resources, and Spill mental health support
  • Hybrid work: office three days per week for most roles (Coaches/Instructors in-office once a month)
  • Work-from-anywhere scheme: up to 10 days per year
  • Space to connect: weekly catch-ups, seasonal celebrations, stocked kitchen
Last updated Jul 15, 2026. Interested? Apply on the company site.
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About Multiverse

Upskilling platform for AI and tech adoption

We’re building a world where tech skills unlock people’s potential. We deliver professional apprenticeships to boost productivity and upskill talent for jobs of the future.

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