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About the Role

Multiverse is building the AI-first workforce transformation platform that connects learning to career outcomes at scale. This role offers a clean-sheet opportunity to design and build the support operating model and platform from first principles, ultimately owning the strategy and performance of support for learners, coaches, and employers.

Responsibilities

• Own the support infrastructure programme end to end, including assessment, design, build coordination, cutover management, and stabilization.
• Design the support experience for learners, coaches, employers, and internal sellers, mapping every touchpoint from first contact to resolution.
• Translate support experience designs into Intercom configuration, including taxonomy, workflow architecture, SLA definitions, routing, and reporting.
• Act as the single-threaded owner of the support infrastructure program, managing Intercom Professional Services and developing an internal technical specialist.
• Own and evolve the support operating model based on shifting volume patterns, new product launches, and expanding AI capabilities.
• Design the metric framework across leading, process, and output layers, focusing on first contact resolution and re-contact rate.
• Build and present business cases for support investment as revenue protection.
• Define the AI resolution roadmap, identifying journeys for AI transition and ensuring human oversight on policy-sensitive cases.
• Set knowledge system standards to power both agents and AI, and coach the Knowledge Manager.
• Own the cross-system escalation model to ensure context and visibility end-to-end.
• Surface recurring issues, quantify their cost, and partner cross-functionally to drive root-cause fixes.
• Lead a small team, coaching the Support Manager, Knowledge Manager, and internal technical specialist.
• Set standards and operate strategically to focus on forward planning.
• Coordinate Intercom Professional Services throughout the build.

Requirements

• 7-10+ years in support operations, service design, or CX operations.
• At least one build or redesign of a support function from operating model through system implementation.
• Strong, hands-on Intercom fluency or equivalent enterprise support platform depth.
• Track record in a B2B2C, regulated, or multi-stakeholder environment where support quality is tied to compliance, funding, or retention.
• Ability to design operating models, not just workflows, starting from user experience.
• Understanding of the relationship between knowledge quality, AI resolution, and human effectiveness.
• Ability to build trusted metric frameworks.
• Strong internal stakeholder management skills.
• Ability to partner across Product, Engineering, Learning, and Customer Success.
• Ability to build accountability for cross-functional fixes.
• Experience designing for a B2B2C landscape serving learners, coaches, and employers.
• Direct and evidence-led approach, comfortable pushing back on senior stakeholders.
• Ability to operate with urgency and hit deadlines by making scope calls early.
• Ability to work alongside a busy operational team without adding to their load.

Skills

• Support Operations
• Service Design
• CX Operations
• Intercom Configuration
• Workflow Architecture
• SLA Definition
• Routing
• Reporting
• AI Resolution
• Knowledge Management
• Cross-functional Partnership
• Stakeholder Management
• Business Case Development
• Metric Framework Design
• System Design
• Program Management

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• 7-10+ years

Benefits

• 27 days holiday
• 5 additional days off (1 life event, 2 volunteer, 2 company-wide wellbeing)
• 8 bank holidays per year
• Private medical insurance with Bupa
• Medical cashback scheme
• Life insurance
• Gym membership & wellness resources through Wellhub
• Access to Spill (mental health support)
• Hybrid work offering (3 days in office for most roles)
• Work-from-anywhere scheme (up to 10 days per year)
• Weekly catch-ups
• Seasonal celebrations
• Stocked kitchen

About the Company

• Multiverse is the upskilling platform for AI and Tech adoption.
• Partnered with 1,500+ companies to deliver learning that transforms the workforce.
• Upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills.
• Learners have driven $2bn+ ROI for their employers.
• Announced $70 million in strategic funding in April 2026, led by Schroders Capital.
• Increased valuation of $2.1bn, making it Europe’s first EdTech double unicorn.
• Has a strong operational footprint and 800+ employees.
• Ambitious plans to continue scaling.
• Building a world where tech skills unlock people’s potential and output.

Equal Opportunity

• We’re an equal opportunities employer. 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.
• Multiverse is committed to safeguarding and promoting the welfare of our learners.
• Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).
• For roles involving Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check.