Customer Support Executive

Job Description

We’re on a mission to create a diverse group of future leaders. We do that through professional apprenticeships because we believe learning on-the-job creates a more equitable and successful path to careers. We find, train and support talented individuals, wherever they are in their career journey, and equip them with the in-demand tech, software engineering, and data skills to transform their careers and deliver a better route to growth for their employers.

We’ve had some big achievements. We hit 10,000 apprentices in our community - and counting. We launched one of the largest data apprenticeship programs in the UK with Jaguar Land Rover, and we’ve partnered with companies like Mars, Verizon and CitiBank. Not to forget becoming a mission-driven EdTech unicorn after our $220m Series D.

But we aren’t stopping here. Join Multiverse and build the future of learning at work.

The Opportunity

As a Customer Support Executive, you will be responsible for providing exceptional customer service and support to stakeholders across the business (Coaches, Apprentices, Clients and more). You will be part of a newly created team that will establish a foundation of excellence as a business generalist.

You will act as a liaison between our company and customers, addressing their questions, concerns, and requests promptly and effectively. Your role is pivotal in ensuring a positive customer experience and fostering long-term customer relationships.

Furthermore, you will work with our team to automate workflows to enable our teams to absorb more customer inbounds while elevating the quality of interactions. You will be responsible for meeting and exceeding service expectations on both speed and quality.

Your key responsibilities

• Customer Assistance: Respond to customer inquiries channels promptly and professionally predominantly via chat conversations, emails and tickets. Provide accurate information, troubleshoot issues, and resolve customer concerns in a timely manner.

• Product Knowledge: Develop and maintain in-depth knowledge of our products or services to assist customers effectively and provide recommendations when needed.

• Problem Resolution: Identify and escalate complex issues to the appropriate department or supervisor for resolution. Ensure all customer problems are handled with empathy and resolved to the customer's satisfaction.

• Communication: Keep customers informed about the status of their inquiries, issues, or requests.

• Feedback Handling: Collect and document customer feedback, suggestions, and complaints. Share this feedback with the relevant departments to improve products, services, and processes.

• Training and Self-Development: Stay updated on industry trends, product developments, and customer service best practices. Participate in ongoing training and skill development programs.

• Team Collaboration: Collaborate with colleagues and team members to ensure a unified approach to customer support and problem-solving. Share knowledge and experiences to improve the overall customer support process.

• Performance Metrics: Meet or exceed defined key performance indicators (KPIs) such as response time, resolution time, customer satisfaction ratings, and more.

Who you will be

• Proven experience in customer support, preferably in a similar role where you have dealt with a high volume of inbound inquiries or tickets within an online environment.

• Strong communication skills, both written and verbal with strong attention to detail

• Excellent problem-solving abilities and a customer-oriented mindset.

• Proficiency in using CRM software and other support tools. Knowledge of Intercom or similar tools would be highly desirable.

• Ability to work well under pressure and handle challenging customer interactions.

• Time management and organizational skills to handle multiple customer inquiries simultaneously.

• Empathy and patience when dealing with customers.

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 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 & remote work offering - 1 weekly visit to the London office and the opportunity to work abroad 45 days a year

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

Our commitment to Diversity, Equity and Inclusion

We’re 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.

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.