Multiverse

3 weeks ago

Senior Manager, Learner & Client Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Build and own the learner and client support operating model from first principles. In the first six months, lead an end-to-end support infrastructure programme, design end-to-end support experiences for multiple requester types, and translate them into Intercom configurations. Ongoing, evolve the operating model with volume and AI capability, define quality metrics, manage AI-to-human resolution and knowledge standards, and drive cross-functional escalation and root-cause improvements.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Own the support infrastructure programme end to end: assess current setup, design target state, coordinate build, manage cutover, and stabilise.
•Design support experiences from first principles for learners, coaches, employers, and internal sellers, including escalation, waiting states, and AI-to-human handoffs.
•Translate journey design into Intercom configuration, including taxonomy, workflow architecture, SLA definitions, routing, snooze protocols, ticket transparency, and reporting.
•Own the support operating model evolution, set the roadmap, and build a metric framework focused on quality (e.g., first contact resolution and re-contact rate).
•Define the AI resolution roadmap and knowledge system standards, keeping humans in the loop for policy-sensitive cases, and coach the Knowledge Manager.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceLife InsuranceGym Membership

Key Requirements

•7-10+ years in support operations, service design, or CX operations, including at least one build or redesign from operating model through implementation.
•Strong, hands-on Intercom fluency to direct Professional Services and QA a build, with confidence recognizing configuration issues.
•Track record in a B2B2C, regulated, or multi-stakeholder environment where support quality connects to compliance, funding, or retention.
•Ability to design operating models and support journeys (not just workflows), working from the user experience backwards to system configuration.
•Demonstrated internal stakeholder management strength across Product, Engineering, Learning, and Customer Success.

Experience:7+ yearsSupport operationsService designCX operationsB2B2CMulti-stakeholder environmentsRegulated environments

Skills:Stakeholder managementEvidence-led decision-makingSystems thinkingLeadership through influenceProject/program ownership

Tech Stack:IntercomIntercom Professional ServicesLinearGuruSlack

Eligibility

Security Clearance:DBS check

Company Brief

Multiverse

Multiverse provides apprenticeship and upskilling programs combining human coaching with AI to train employees in data, tech and AI skills, partnering with large organisations to deliver on-the-job learning and career mobility.

Industry: Corporate Training

Company Size: Enterprise (1,001+ employees)

Revenue: USD 50M to 100M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: London, United Kingdom

Founded: 2016

Glassdoor: 2.9

Website LinkedIn Glassdoor

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Multiverse

3 weeks ago

Senior Manager, Learner & Client Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Own the support infrastructure programme end to end: assess current setup, design target state, coordinate build, manage cutover, and stabilise.
•Design support experiences from first principles for learners, coaches, employers, and internal sellers, including escalation, waiting states, and AI-to-human handoffs.
•Translate journey design into Intercom configuration, including taxonomy, workflow architecture, SLA definitions, routing, snooze protocols, ticket transparency, and reporting.
•Own the support operating model evolution, set the roadmap, and build a metric framework focused on quality (e.g., first contact resolution and re-contact rate).
•Define the AI resolution roadmap and knowledge system standards, keeping humans in the loop for policy-sensitive cases, and coach the Knowledge Manager.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceLife InsuranceGym Membership

Key Requirements

•7-10+ years in support operations, service design, or CX operations, including at least one build or redesign from operating model through implementation.
•Strong, hands-on Intercom fluency to direct Professional Services and QA a build, with confidence recognizing configuration issues.
•Track record in a B2B2C, regulated, or multi-stakeholder environment where support quality connects to compliance, funding, or retention.
•Ability to design operating models and support journeys (not just workflows), working from the user experience backwards to system configuration.
•Demonstrated internal stakeholder management strength across Product, Engineering, Learning, and Customer Success.

Experience:7+ yearsSupport operationsService designCX operationsB2B2CMulti-stakeholder environmentsRegulated environments

Skills:Stakeholder managementEvidence-led decision-makingSystems thinkingLeadership through influenceProject/program ownership

Tech Stack:IntercomIntercom Professional ServicesLinearGuruSlack

Eligibility

Security Clearance:DBS check

Company Brief

Multiverse

Industry: Corporate Training

Company Size: Enterprise (1,001+ employees)

Revenue: USD 50M to 100M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: London, United Kingdom

Founded: 2016

Glassdoor: 2.9

Website LinkedIn Glassdoor