Multiverse
Senior Manager, Learner & Client Support
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · London
Employer listed it 3 months ago · Added 4 days ago
Been open since 3 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Hybrid · London
Timezone
Not stated
Contract
Full-time
Experience
Senior
Category
Operations
This employer didn't state pay. Jobs like this usually pay around $115k–$180k a year, a typical range taken from 165 senior-level operations roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around London, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "London, Hybrid"
- Listing mentions "Hybrid" and three days per week in the office
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.
Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.
In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn.
But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era.
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.
Requirements
- ·You have done this before
- ·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.
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
- ·Health & Wellness - private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support
- ·Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month
- ·Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
- ·Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Multiverse, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 5d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open operations roles with comparable remote rules.
Free to apply, no account needed.
Typically $115k to $180k per year · You'll be taken to the employer's careers page.