Senior Manager, Learner & Client Support - Remote

Overview

Multiverse is the upskilling platform for AI and Tech adoption, partnering with 1,500+ companies in the US & UK to transform the workforce through innovative learning.

In Short

• Lead and develop learner and client support teams.
• Ensure exceptional customer experience throughout user journeys.
• Manage support managers overseeing Tier 1 and Tier 2 support.
• Drive integration of support-related tools across the organization.
• Collaborate on AI-first transformation strategy for support teams.
• Track KPIs to enhance efficiency and user experience.
• Coach and develop leadership skills within the team.
• Implement innovative support strategies including live chat.
• Support global expansion of the customer support team.

Requirements

• 10+ years of experience in customer support, 4+ years in leadership.
• Experience in B2B/SaaS environments.
• Strong commercial acumen and client-facing experience.
• Proven track record in people leadership and team building.
• Ability to collaborate with product and engineering teams.
• Strong analytical skills for data-driven decision making.
• Excellent communication skills across all levels.
• Commitment to equity and team member value.

Benefits

• 27 days holiday plus additional days for life events and volunteering.
• Comprehensive health and wellness benefits.
• Hybrid and remote work options with flexibility.
• Team-building events and social activities.