Senior Manager, Learner & Client Support

Responsibilities

• Design and build a new support operating model and infrastructure from first principles to drive learner retention and customer trust.
• Own the end-to-end support infrastructure programme, including assessment, design, implementation, and stabilization.
• Translate user journey designs into technical Intercom configurations, including taxonomy, workflows, and routing.
• Define the AI resolution roadmap, determining which journeys move to AI and maintaining human-in-the-loop protocols for sensitive cases.
• Establish a metric framework focused on quality, such as first contact resolution and re-contact rates.
• Lead and coach a small team, including a Support Manager and a Knowledge Manager.
• Partner cross-functionally with Product, Engineering, and Customer Success to drive root-cause fixes for recurring issues.

Requirements

• 7-10+ years of experience in support operations, service design, or CX operations.
• Proven experience building or redesigning a support function from the operating model through system implementation.
• Strong, hands-on fluency with Intercom or equivalent enterprise support platforms.
• Track record working in B2B2C, regulated, or multi-stakeholder environments.
• Ability to think in systems and design complex operating models rather than just managing ticket queues.

Preferred Qualifications

• Experience with structured knowledge management practices.
• Background in education, workforce development, or apprenticeship provision (e.g., Ofsted or ESFA regulations).
• Familiarity with tools such as Linear, Guru, and Slack.
• Experience presenting the business case for support as a driver of revenue protection.

Benefits

• 27 days holiday plus 5 additional days (life event, volunteer, and wellbeing days).
• Private medical insurance with Bupa and a medical cashback scheme.
• Life insurance, gym membership, and mental health support via Wellhub and Spill.
• Hybrid work model with regular office collaboration.
• Work-from-anywhere scheme allowing up to 10 days per year.

About the Company

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with over 1,500 companies to deliver transformative learning through apprenticeships designed to build critical data and tech skills. As Europe’s first EdTech double unicorn, we are on a mission to equip the global workforce to win in the AI era.