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Senior Manager, Learner & Client Support at Multiverse - ApplyBlast

Senior Manager, Learner & Client Support

Multiverse

3 months ago

2.9 on Glassdoor

London, United Kingdom

Hybrid

Full Time

Senior

0 applicants

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About this role

We are seeking a strategic leader to build Multiverse's support function from the ground up, designing the operating model, experience journey, and Intercom infrastructure for our AI-first upskilling platform. This role involves defining team standards, establishing knowledge systems for AI resolution, and managing cross-functional partnerships to drive learner retention and trust across a multi-sided audience. You will act as the single-threaded owner responsible for transforming support from a reactive queue into a strategic revenue protection engine.

Responsibilities

Design and implement the support operating model from first principles
Configure granular workflows and journey maps within Intercom
Establish metric frameworks focused on re-contact rates and containment
Lead a planning and build program for future AI resolution capabilities
Partner across Product and Engineering to drive root-cause fixes

Skills

Qualifications

7-10+ years in support operations or CXExperience leading support function build or redesignStrong hands-on fluency with Intercom platform

About Multiverse

multiverse.io

Headquarters

London, England, United Kingdom

Company Size

11-50 employees

Founded

2016

View Profile

Multiverse is an upskilling platform that helps businesses accelerate AI adoption by closing workforce skills gaps through apprenticeships and upskilling programmes in AI, data, engineering, and leadership. Trusted by over 1,500 employers across the UK, Multiverse delivers on-the-job learning experiences that generate measurable business impact, including tracked return on investment for customers. The company serves both employers looking to future-proof their teams and learners seeking to build in-demand technical and professional skills.