Flexa
Multiverse • Remote (UK)

Support Manager, UK

Employment type:  Full time

3–4 days/week at home

A little flex time

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Job Description

We are Multiverse, a tech scaleup with a social mission. We’re creating a diverse group of future leaders by building an outstanding alternative to university and corporate training, through the power of professional apprenticeships.

We’re one of the fastest-growing businesses in Europe and rapidly expanding in North America, working with over 500 clients including Facebook, KPMG, Morgan Stanley and the NHS. In June 2022, we broke the EdTech funding record (again!) by announcing our $220m Series D, making Multiverse the UK’s first ever EdTech unicorn, and the world’s first unicorn with a social mission.

Join us on our journey to democratise access to the best careers and learning opportunities.

Your Mission

You will be responsible for building and helping develop the team(s) who look after the users of our Platform and Learning Management System (LMS). Our support team is the face of Product and Technology, internally and externally, and we pride ourselves on providing a positive support experience to everybody who contacts us.

Reporting directly to one of our directors of engineering, you will run the day-to-day operations of the support team, line managing 4-8 support analysts and acting as a point of escalation for complex or business critical issues. You will also represent the team to the wider business, liaising with stakeholders and building relationships which allow the team to partner effectively with other teams (Launch, Delivery, Engineering).

Once here, you will

  • Line manage 4-8 support analysts, helping them to level up through coaching and mentoring.

  • Manage support escalations, ensuring that critical issues are resolved quickly and effectively.

  • Collect and disseminate data about the support process to help the business make data-driven decisions about problem areas in our products, and to set expectations with business stakeholders.

  • 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.

  • Support the team with business-as-usual activities during busy periods.

What you’ll bring to the role

  • Several years experience as a hands-on support professional.

  • Experience with support tools such as Zendesk or Freshdesk.

  • Experience working with Engineering to help prioritise and get resolution to user queries and issues.

  • Proven track record of building and running high performance support teams - you understand what excellence looks like and how to get there.

  • Experience working with stakeholders at all levels. You have a history of building strong relationships across an organisation in prior roles.

  • Strong data-savvy. You know what data to collect and how to analyse it to drive improvements for the benefit of your team and their customers.

  • Awareness and commitment to data protection.

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 & wellbeing - private medical Insurance with Bupa, a medical cashback scheme, life insurance, and access to Spill - all in one mental health support.

  • Equity - every Multiverse employee has ownership in the business through equity options.

  • Team fun - weekly socials and regular offsite events.

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.

Company benefits

Enhanced maternity leave
Enhanced paternity leave
Adoption leave
Work from anywhere scheme
27 days annual leave + bank holidays
Enhanced sick pay
Pregnancy loss leave
M-powered days - Company wide wellbeing days where the whole company shuts down once per quarter.

We asked employees of Multiverse how satisfied they were with flexible working, and this is what they told us

Location
88%
Employees are very happy with their working location freedom
Hours
75%
Employees are largely happy with the flexibility in the hours they work
Benefits
75%
Employees are largely happy with the benefits their company offers
Work-life balance
62%
Employees feel that they can switch off quite easily from work
Role modelling
69%
Employees feel that most people work flexibly
Autonomy
83%
Employees feel they have complete autonomy over getting their work done
Working at Multiverse

Company employees

750

Gender diversity (male:female)

45/55

Office locations

London, New York & Remote

Funding levels

$414M

Hiring Countries

United Kingdom
United States
What employees are saying

Especially since our work spans many time zones (US West Coast to UK) there's a lot of flexibility since there are different folks that work together at different times. I can plan early days for when I need to connect with folks that are ahead of me (time zone-wise) or later on days that I'm working with US folks and doing heads-down work. I appreciate that my leaders know that I will get my work done and if I need to go to appointments or take time mid-day, that is supported.

Multiverse Employee

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