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- Tasks: Deliver high-touch support to clients and manage escalations with a proactive approach.
- Company: Join Multiverse, the UK's first EdTech unicorn transforming workforce skills.
- Benefits: Enjoy 27 days holiday, plus additional wellbeing and volunteer days.
- Why this job: Make a real impact in the AI era by empowering clients and driving success.
- Qualifications: 4+ years in customer success, excellent communication, and project management skills.
- Other info: Collaborative culture with opportunities for professional growth and development.
The predicted salary is between 36000 - 60000 £ per year.
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 June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech 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
Reporting directly to the Senior Manager, you will be responsible for delivering excellent, high-touch support to our customers, specifically serving as the primary representative of Multiverse for high-value client stakeholders. This is a highly strategic role that requires shifting from a reactive support model to a proactive approach, using data and deep business understanding to drive customer retention and positive sentiment.
You are highly customer-centric, possessing the ability to navigate complex internal structures to resolve issues without burdening the client. You are detail-oriented, ensuring robust documentation practices, and are constantly looking for ways to streamline operations, reduce volumes through improved reduction of customer pain points and optimal evolution of SOPs in order to hit and exceed our performance targets.
The Role
- Partner with the Support Manager to build and maintain standard operating procedures and rigorous documentation, ensuring operational continuity and scalability.
- Manage high-value client escalations and complaints by acting as the primary point of contact for corporate stakeholders, filtering complex internal information into clear, concise external updates.
- Build strong cross-functional relationships with Customer Success, Delivery, Learning, and Tech teams to efficiently triage queries and hold internal stakeholders accountable for resolution deadlines.
- Navigate the internal Multiverse organisational structure to identify correct issue owners, prevent delays and ensure a seamless experience for the client.
- Act as a trusted advisor to clients, fostering relationships that contribute to customer retention and growth.
- Leverage technical skills, such as AI workflows or advanced data analysis, to streamline operational procedures and identify trends that drive strategic improvements in the learner and client experience.
About You
- 4+ years of experience in customer success or client support, specifically managing corporate stakeholders and turning around negative sentiment.
- Excellent verbal and written communication skills, with the ability to distill sensitive internal context into clear, appropriate client-facing language.
- Strong project management abilities to handle competing priorities and hold cross-functional teams accountable for deliverables.
- A commercial mindset with the ability to leverage data for decision-making, understanding sector-specific needs and focusing on retention-driving metrics.
- A collaborative team player who fosters a sense of belonging and takes ownership of their own professional development.
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.
Senior Advanced Support Specialist in London employer: Multiverse
Contact Detail:
Multiverse Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Advanced Support Specialist in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We can’t stress enough how important it is to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show that you’re not just a fit for the role, but also for the team. Tailor your answers to reflect Multiverse's mission and values.
✨Tip Number 3
Practice your pitch! You should be able to clearly articulate your experience and how it aligns with the Senior Advanced Support Specialist role. We recommend rehearsing with a friend or in front of a mirror.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are genuinely interested in joining our mission.
We think you need these skills to ace Senior Advanced Support Specialist in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Advanced Support Specialist role. Highlight your experience in customer success and how it aligns with our mission at Multiverse. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role requires excellent verbal and written communication, give us examples of how you've effectively communicated complex information in previous roles. We love seeing clear, concise language that reflects your ability to connect with clients.
Demonstrate Your Problem-Solving Abilities: We’re looking for someone who can navigate challenges and turn negative situations into positive outcomes. Share specific instances where you've successfully managed escalations or resolved client issues, showcasing your proactive approach.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Multiverse
✨Know Your Stuff
Before the interview, dive deep into Multiverse's mission and values. Understand their approach to upskilling in AI and tech. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've successfully managed client relationships or turned around negative sentiments. Highlight how you navigated complex situations and maintained a proactive approach to support.
✨Be Data-Driven
Since the role involves leveraging data for decision-making, come prepared with insights on how you've used data analysis in previous roles. Discuss specific metrics you focused on and how they contributed to customer retention or operational improvements.
✨Build Cross-Functional Relationships
Think about how you've collaborated with different teams in the past. Be ready to discuss your strategies for building strong relationships across departments, as this is crucial for the role. Emphasise your ability to hold teams accountable and ensure timely resolutions.
