Senior Manager, Learner & Client Support

Summary

Join Multiverse as a Director of Global Support and lead the development of learner and client support teams. Build and shape the future of these teams, focusing on crafting differentiated experiences to drive retention. Lead a team of support managers overseeing various support functions, ensuring a stellar user experience. Drive consolidation of support tools for streamlined issue management and work with the optimization team on AI-first transformation. Track key performance indicators, coach and develop leaders, and transform the team to enable future strategies, including expanding into multiple countries. The ideal candidate has experience scaling customer support teams in hyper-growth environments, particularly with B2B/SaaS products, and a strong background in people leadership and commercial acumen.

Requirements

• Experience scaling customer support teams in hyper-growth environments, preferably with a B2B/ SaaS product
• 10+ years of work experience with 4+ years experience leading high-performing support teams and managing teams across multiple geographical locations
• Experience working in client facing roles and possess a strong commercial acumen
• A deep understanding of people leadership with a strong passion for building effective teams and developing talent
• Expertise in partnering with product, and engineering teams to improve process and influence roadmaps
• Strong analytical skills and are practiced at using and interpreting data to inform strategic direction
• 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

Responsibilities

• Build and shape the future of our learner and client support teams, ensuring we are focused on crafting differentiated experiences for our learners and customers, with the ultimate objective to drive retention
• Lead a team of two Support managers who oversee our client and learner support teams, including Tier 1, Tier 2 Support, Feedback and Complaint handling, ensuring that we provide a stellar experience throughout the entire user journey
• Drive consolidation of support-related tools across the organisation ensuring fully integrated and streamlined issue management
• Work with optimisation team to push forward our AI-first transformation strategy across both learner and client support teams
• Track key performance indicators for our Support teams with a focus on driving results, improving efficiency and creating quality experiences
• Coach and develop our current and up-and-coming leaders with a focus on leadership skills and career development
• Transform the team to enable future support team strategies including introducing live chat, setting up tiered structure to handle issues according to severity and expanding the remit of issues handled by the team
• Enable the team’s expansion in line with the company’s global expansion strategy - help build and manage a multi-country support team and drive consistent user experience

Preferred Qualifications

Experience in partnering with and/or helping to manage the relationship with BPO vendors

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 & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year
• Team fun - weekly socials, company wide events and office snacks!