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

You have done this before

• 7-10+ years in support operations, service design, or CX operations, including at least one build or redesign of a support function from operating model through system implementation. You have the playbook: set the baseline, design the target, sequence the build, enable the team, stabilise.

• Strong, hands-on Intercom fluency. Intercom is the system you will run, so you need to know it well enough to direct Professional Services, QA a build, and recognise when a configuration is wrong. Equivalent enterprise support platform depth considered.

• Track record in a B2B2C, regulated, or otherwise multi-stakeholder environment where support quality is tied to compliance, funding, or retention.

You think in systems, not tickets

• You design operating models, not just workflows. You start from what the user should experience, work backwards to the process, then configure the system.

• You understand the compounding relationship between knowledge quality, AI resolution, and human effectiveness, and why the knowledge foundation has to come first.

• You build metric frameworks an exec team can trust. You know why containment metrics flatter and why re-contact rates do not.

You lead through influence

• Internal stakeholder management is a core strength. The build and the function's ongoing performance depend on partnering across Product, Engineering, Learning, and Customer Success, and on building the accountability that makes cross-functional fixes actually happen. You manage up and across as naturally as you manage down.

• You design for a genuine B2B2C landscape. Learners, coaches, and employers each need different things from support, with different urgency and stakes, and you build a model that serves each well without collapsing them into one queue.

• You are direct and evidence-led, comfortable pushing back on senior stakeholders when the data says otherwise, and you hold the line against the cost-first, deflect-at-all-costs trap that has burned other AI-first support orgs.

• You operate with urgency, hit deadlines by making scope calls early, and can work alongside a busy operational team without adding to their load.

Preferred Qualifications

• Structured knowledge management practice (you will set the system and coach the owner, not run it yourself).

• Education, workforce development, or apprenticeship provision (Ofsted, Skills England, ESFA funding rules).

• Familiarity with Linear, Guru, and Slack in a cross-system support stack.

• Experience making the case for support as revenue protection.

Why This Role

Most support leadership roles inherit a system and optimise at the margins. This one hands you a clean-sheet build and permanent ownership of what you create. You will have a Senior Director who clears the path, direct access to the tools and vendors, and a mandate to build support into a function that drives retention and customer trust.

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

Our Commitment to Diversity, Equity and Inclusion