Senior Manager, Learner & Client Support

The Opportunity

Multiverse is building the AI-first workforce transformation platform that connects learning to career outcomes at scale. As we scale toward $1bn+ in bookings, we are investing in support as a strategic function: a new operating model, modern infrastructure, and a function that actively strengthens learner retention and customer trust.

This is a rare clean-sheet opportunity. In your first six months, you will design the support operating model from first principles and build the platform that runs it. Beyond that, you own the strategy, the operating model, and the long-term performance of support for a genuinely multi-sided audience: learners, the coaches who guide them, and the employers who fund them.

This is a build role, not a queue-management role. A Support Manager runs the day-to-day team and SLA delivery and reports to you. You set the direction, design the system, and hold the function to a standard the business can trust.

What You Will Own

The Build (First 6 Months)

• Own the support infrastructure programme end to end: assess the current setup, design the target state, coordinate the build, manage cutover, and stabilise. A defined programme with clear milestone gates and acceptance criteria.
• Design the support experience from first principles for each requester type (learner, coach, employer, internal Multiverse seller): what happens at every touchpoint from first contact to resolution, including communication, escalation, waiting states, and AI-to-human handoffs. The journey design drives system configuration, not the other way around.
• Translate that design into Intercom configuration: taxonomy, workflow architecture, SLA definitions, routing, snooze protocols, ticket transparency, and native reporting. Every system decision traces back to a journey decision.
• Act as single-threaded owner of the programme. You PM Intercom Professional Services and develop the internal technical specialist who will own the configuration long term.

Support Strategy & Operating Model (Ongoing)

• Own the operating model and its evolution as volume patterns shift, new products launch, and AI capability expands. Set the roadmap two quarters ahead and hold delivery to the current one.
• Design the metric framework across leading, process, and output layers, with first contact resolution and re-contact rate as honest measures of quality rather than activity.
• Build and present the business case for support investment as revenue protection

AI Resolution & Knowledge

• Define the AI resolution roadmap: which journeys move to AI, in what order, at what quality threshold, with humans kept in the loop on policy-sensitive cases (safeguarding, funding eligibility, qualification decisions).
• Set the knowledge system and standards that power both agents and AI, and coach the Knowledge Manager who owns it day to day. A strong knowledge foundation is what makes scaled AI resolution possible.

Cross-Functional Partnership & Insight

• Own the cross-system escalation model so escalations to partner teams keep context and visibility end to end.
• Turn support into an organisational signal: surface recurring issues early, quantify their cost, and partner cross-functionally to drive root-cause fixes through a standing forum.

Team & Coordination

• Lead a small team. The Support Manager runs day-to-day delivery, QA, and the agent team and reports to you. You coach the Knowledge Manager and develop the internal technical specialist toward independent ownership of the platform.
• Set standards and operate above the day-to-day so you can focus on strategy and forward planning, and coordinate Intercom Professional Services throughout the build.

About You

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.

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