Senior Manager, Learner & Client Support

About the role

You own the end-to-end design and execution of the learner and client support operating model at Multiverse, shaping how 1,500+ companies and their learners experience the platform. You will define the strategic direction for support across learners, coaches, employers, and internal sellers, ensuring that every touchpoint reflects a coherent and scalable journey. In this build role, you will move beyond queue management to establish the systems, processes, and standards that protect customer trust and retention as the business scales. You will act as the single-threaded owner of a major infrastructure programme, coordinating cross-functional partners and vendors to deliver a resilient, AI-ready support platform. You will translate journey design into precise system configurations, owning the roadmap for Intercom and related tools while developing the internal specialists who sustain it. You will establish the metrics that truly matter, focusing on resolution quality and long-term outcomes rather than superficial activity. Ultimately, you will power Multiverse's mission to build a world where tech skills unlock potential by ensuring that support is a strategic asset, not a cost centre.

Key facts

What you'll do

Design and execute a support operating model from first principles for learners, coaches, employers, and internal sellers, defining end-to-end journeys and touchpoint experiences.

Own the end-to-end support infrastructure programme, including assessment, target-state design, coordination, cutover, stabilisation, and continuous evolution aligned to volume and product shifts.

Translate journey designs into detailed Intercom configurations, such as taxonomy, workflow architecture, SLA definitions, routing logic, snooze protocols, ticket transparency, and native reporting.

Act as single-threaded owner of the support programme, managing Intercom Professional Services and developing an internal technical specialist to own long-term configuration and maintenance.

Own the strategy and operating model for support, setting a two-quarter roadmap and holding delivery to the current plan amid evolving products and AI capabilities.

Design a metric framework that emphasises leading, process, and output indicators, prioritising first contact resolution and re-contact rate as true measures of quality.

Build and present the business case for support investment as revenue protection and cost avoidance, quantifying risk, churn, and operational cost for stakeholders.

Define the AI resolution roadmap, determining which journeys move to AI, in what sequence, and at what quality thresholds, while keeping humans in the loop on policy-sensitive cases such as safeguarding, funding eligibility, and qualification decisions.

Set standards and governance for the knowledge system, partnering with the Knowledge Manager to ensure that content powers both human agents and AI resolution at scale.

Own the cross-system escalation model to preserve context and visibility when issues are escalated to partner teams, enabling effective root-cause resolution.

Convert support activity into an organisational signal by surfacing recurring issues early, quantifying their cost, and partnering cross-functionally to drive fixes through a standing forum.

Lead and develop a small team, coaching the Support Manager on day-to-day delivery, QA, and agent performance, while mentoring the Knowledge Manager and technical specialist.

Set standards, prioritise strategic work, and coordinate Intercom Professional Services throughout the build phase to ensure alignment and timely delivery.

Establish governance and cadence for continuous improvement, using data and insight to refine journeys, SLAs, and system rules as the business scales.

Champion a culture of accountability, transparency, and collaboration between support, product, and operations to maintain trust with learners and employers.

Requirements

Bring 7-10+ years of experience in support operations, service design, or CX operations, demonstrating a track record of owning complex support functions.

Have at least one prior build or redesign of a support function, covering operating model, system implementation, and standard setting from start to finish.

Possess deep expertise in Intercom or equivalent service desk platforms, including configuration, workflow design, and reporting.

Show a proven ability to translate customer journeys into system rules, workflows, and SLA frameworks that protect retention and trust.

Demonstrate experience defining and evolving operating models in fast-scaling businesses with multiple stakeholder groups.

Have a strong background in data literacy, able to build and interpret metric frameworks that reveal quality, efficiency, and customer outcomes.

Hold experience managing partnerships with external vendors and internal cross-functional teams to resolve cross-system issues.

Exhibit sound judgement in handling sensitive cases, including safeguarding, funding eligibility, and qualification decisions where human oversight is critical.

Commit to building AI-ready support processes with clear quality thresholds, human-in-the-loop controls, and continuous governance.

Nice to have

Experience in EdTech, upskilling, or hiring platforms that serve multi-sided audiences.

Background in AI implementation in support or customer service functions.

Practical notes

Hours, travel, visa, or deadlines are not specified in this job description.