Support Specialist

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1500 companies to deliver a new kind of learning thats transforming todays 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 theyve 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 UKs first EdTech unicorn.

But we arent stopping there. With a strong operational footprint and 800 employees we have ambitious plans to continue scaling. Were building a world where tech skills unlock peoples potential and output.

Join Multiverse and power our mission to equip the workforce to win in the AI era.

About the role
Reporting directly into the Senior Manager Support Services youll be responsible for handling support issues via Intercom from a wide range of users including clients apprentices and internal staff.

This role demands strong written communication sharp problem-solving and troubleshooting skills and the ability to deeply understand what customers needeven when they dont explain it clearly. Youll resolve issues and complaints with professionalism and act as a role model as a senior member of the team in your approach to communication ownership and service excellence.

You are tech-inclined and are comfortable with regular product changes and team expansion. Our scope is growing rapidly and were looking for someone who sees that as an opportunity to learn and leadnot as a challenge. Strong client communication experience and confidence in representing the companys voice externally is essential.

Key Responsibilities

• Respond to support tickets via Intercom with clarity empathy and urgencysupporting apprentices employers and internal teams.

• Problem Solving & Troubleshooting: Confidently investigate user-reported issues by impersonating users replicating scenarios and following structured troubleshooting guides.

• Technical Ticket Writing: Accurately document findings and next steps in clear well-structured technical tickets in line with internal guidelines.

• Build trust and maintain strong communication with customers handling sensitive or escalated issues with professionalism.

• Demonstrate strong comprehension skillsaccurately read interpret and respond to complex or unclear requests.

• Handle complaints and challenging conversations with care aiming for effective and fair resolution.

• Manage and prioritise a high volume of tickets balancing efficiency with accuracy and tone.

• Confidently push back on stakeholders when necessary with a clear respectful approach.

• Act as a role model in the teamsetting a standard for tone of voice responsiveness accountability and support quality.

• Become a product expert deepening your understanding of all features and use cases and keep up to date with product releases and adjust support approaches accordingly.

• Proactively share feedback and ideas to improve the customer experience and internal workflows using data driven approach

• Contribute to and maintain high-quality support documentation and help content written in Plain English.

• Work cross-functionally with product operations and training teams to resolve complex issues at the root.

What Were Looking For

• Proven 2 years experience with at least 1 year experience in a tech specialist role in customer support client service or helpdesk ideally within education training or a tech-enabled environment.

• Strong background in client communication with the ability to build trust and manage expectations effectively.

• Excellent written communicationfluent in Plain English with the ability to explain complex or sensitive topics clearly.

• Strong interest in technology enabled products

• Strong reading comprehension and problem-solving skills.

• Experience managing high ticket volumes while maintaining service standards.

• Confidence and professionalism when handling complaints escalations and stakeholder interactions.

• A proactive mindset and a passion for continuous improvement.

• Ability to thrive in a fast-changing environment with frequent product updates and evolving team responsibilities.

• A team player who can influence others positively and help raise the bar for support quality.

• Experience with Intercom or similar customer support platforms

Nice to Have

• Familiarity with apprenticeships education or regulated training environments.

• Start-up or scale-up experience.

• Team Lead experience.

Benefits

• Time off - 27 days holiday plus 7 additional days off: 1 life event day 2 volunteer days and 2 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa a medical cashback scheme life insurance gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid work offering - 3 days in our London Paddington office and the opportunity to take part in our work-from-anywhere scheme 10 days per year

• Team fun - weekly socials company wide events and office snacks!

Our commitment to Diversity Equity and Inclusion

Were 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. Read our Equality Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK Unfortunately at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service (DBS) for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.

Required Experience:

IC