Support Manager - Fixed Term Contract

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

Reporting to the Director of Support, you are responsible for shaping and developing a small-mid sized team of support agents to achieve continuous improvement against key metrics. You are passionate about helping people achieve their best and strongly align with our value of "development is at our core". You’ve worked in a Support team before, working closely at the intersection of customer support, product and knowledge management to help our learners get the answers in a quick and quality assured way.

Specifically, You Will:

• Manage and develop a mid-sized team of up to 8 Support Analysts and Executives, driving outstanding results against the Support Team’s key performance indicators.

• Own strategic projects to unblock performance and help the team achieve a world-class level of service. This could range from redesigning our prioritisation matrix to running training on complex support issues, to working closely with product to convert our most frequent support tickets into platform functionality.

• Manage the support escalations, acting with composure, speed and efficiently to drive resolutions and mitigate risk.

• Own regular reporting into performance and trends within our support function and develop strong relationships with the tech org to share insights and priorities for consideration within the roadmap.

• Act as product owner for our support platform, Intercom, including managing the contract, licensing and adoption of new functionality and features released.

• Work with individuals within and without the team to identify areas where automation and processes can be improved, and partner and coach to make these improvements happen, continuously.

About You:

• You 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.

• Strong analytical skills with the ability to leverage data for decision-making and continuous improvement.

• You are a team player and collaborate well with your peers and manager. You’re transparent about successes and challenges - always looking for learnings and ways to improve processes. You proactively reflect with your manager and you seek input and feedback on proposals and decisions to ensure they are in service to our quarterly goals.

• You have a strong understanding of Engineering ways of working including supporting a team writing tech tickets and critical incident procedures.

• 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.

Please note that this is a maternity cover fixed term contract which will end in March 2025.

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days

• 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 - 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!

Equal Employment Opportunity (EEO) Statement

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.

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.