Advanced Support Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
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.
Your Mission
Reporting directly to the Senior Manager Support Services you will be responsible for delivering excellent support to our customers both in terms of speed and quality. You are a dynamic leader who can bridge various departments and ensure swift and effective resolution of client issues. You will coach and motivate the existing team to deliver high performance consistently. You are detail and data oriented and are constantly looking for ways to hit and exceed our performance targets. Youve managed a Support/ Success team before working closely at the intersection of customer support or success product and knowledge management to help our customers get the answers in a quick and quality assured way.
Key Responsibilities:
Manage and develop a team setting clear performance expectations driving skills development and maintaining accountability against outstanding results for our key performance indicators including but not limited to resolution times and CSAT
Transform the team to enable future strategies including providing client value-based support and expanding the scope of the team
Enable the teams expansion in line with the companys global expansion strategy - help build and manage a multi-country support team and drive consistent user experience
Set up streamlined escalation processes along with definition of clear ownership across teams to resolve urgent issues speedily whilst working collaboratively with various stakeholders
Own end-to-end client issue resolution and coordinate closely with the Customer Success Delivery Learning and Tech teams to ensure optimal customer outcomes.
Leverage project management skills to influence stakeholders efficiently prioritise tasks and manage objectives while considering urgency and business impact.
Assess performance of tools and continuously improve whilst bringing in AI capabilities
Analyse performance identify trends and root causes to improve both support workflows and team delivery
Work with the insights team to push to implement solutions across the business based on client issues trends
Work with the knowledge manager to set up content for Client self-serve internal team facing SOPs as well as engineering knowledge for AI workflows
Maintain excellent relationships with clients set realistic expectations and professionally handle any objections.
Qualifications:
You are a people champion and have a track record of motivating a team and holding them accountable to key metrics in a fast-paced customer-support environment. You do this through hands on people management strong written and verbal communication and proactive data review.
You have 3 years experience in managing support teams and an overall 5 years experience in customer success/support
You have a strong commercial mindset and have previously worked in customer success or other client-facing roles
You have strong project management and stakeholder management skills with the ability to influence stakeholders to achieve collective outcomes
You have strong analytical skills with the ability to leverage data for decision-making and continuous improvement.
You have exposure to customer support tools and possess the technical acumen to improve support tooling in order to drive efficiencies
You have excellent verbal and written communication skills and are able to work effectively with people at all levels in all departments both internally and externally.
You treat everyone in your team equitably ensuring all team members feel a sense of belonging and value.
You own your own development and role model best practice in everything you do.
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 - youll 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 thats always stocked!
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.
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 Childrens 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.
Required Experience:
Manager
