Multiverse on cord

Multiverse

Senior Manager, Learner & Client Support

External position
London, UK
Hiring internally for Multiverse?
E-Learning · Marketplace · Social Enterprises
Unlocking the many possible paths to a successful and fulfilling career.
Active
over 6 months ago
Posted
2 months ago
Checked
cord regularly checks that external positions are still open
23 hours ago

Skills & Experience

Job roles: Customer Operations
Experience level: Senior, Lead
Core skills considered: Building Teams, Business Analysis, Customer service
Other skills considered: Escalations handling, Stakeholder Management, Technical Direction

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

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.

Company Benefits

  • Share Options
  • 27 days holiday
  • Pension
  • Flexi-working
  • Perkbox benefits
  • 10% development time
Senior Manager, Learner & Client Support at Multiverse
Position posted 2 months ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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