Senior Advanced Support Specialist

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 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!

Our Commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS). For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.