Advanced Support Manager

Multiverse is the upskilling platform for AI and Tech adoption.

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

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

In June 2022, we 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 us the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, 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 equip the workforce to win in the AI era.

Your Mission

Reporting directly to the Senior Manager, Support Services, you will be responsible for delivering excellent support to our customers both in terms of speed and quality. You are a dynamic leader who can bridge various departments and ensure swift and effective resolution of client issues. You will coach and motivate the existing team to deliver high performance consistently. You are detail and data oriented and are constantly looking for ways to hit and exceed our performance targets. You’ve managed a Support/ Success team before, working closely at the intersection of customer support or success, product and knowledge management to help our customers get the answers in a quick and quality assured way.

Key Responsibilities:

1. Manage and develop a team , setting clear performance expectations, driving skills development and maintaining accountability against outstanding results for our key performance indicators including but not limited to resolution times and CSAT

2. Transform the team to enable future strategies including providing client value-based support and expanding the scope of the team

3. 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

4. Set up streamlined escalation processes along with definition of clear ownership across teams to resolve urgent issues speedily whilst working collaboratively with various stakeholders

5. Own end-to-end client issue resolution and coordinate closely with the Customer Success, Delivery, Learning, and Tech teams to ensure optimal customer outcomes.

6. Leverage project management skills to influence stakeholders, efficiently prioritise tasks, and manage objectives while considering urgency and business impact.

7. Assess performance of tools and continuously improve whilst bringing in AI capabilities

8. Analyse performance, identify trends and root causes to improve both support workflows and team delivery

9. Work with the insights team to push to implement solutions across the business based on client issues trends

10. Work with the knowledge manager to set up content for Client self-serve, internal team facing SOPs as well as engineering knowledge for AI workflows

11. Maintain excellent relationships with clients, set realistic expectations and professionally handle any objections.

Qualifications:

• You are a people champion and have a track record of motivating a team and holding them accountable to key metrics in a fast-paced customer-support environment. You do this through hands on people management, strong written and verbal communication and proactive data review.

• You have 3+ years experience in managing support teams and an overall 5+ years experience in customer success/support

• You have a strong commercial mindset and have previously worked in customer success or other client-facing roles

• You have strong project management and stakeholder management skills with the ability to influence stakeholders to achieve collective outcomes

• You have strong analytical skills with the ability to leverage data for decision-making and continuous improvement.

• You have exposure to customer support tools and possess the technical acumen to improve support tooling in order to drive efficiencies

• 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.

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 work offering - we collaborate in the office 3 days per week

• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per 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. 

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 work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month

• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year

• Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!

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.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).

For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.

Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.