Director of Support

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.

Join Multiverse and power our mission to equip the workforce to win in the AI era.

Multiverse is transitioning from a services-led to a platform-led organization. As the Director of Support (User Experience), you will be the architect of our "Single Entry Point"—a centralized, AI-first engine that handles all inbound learner, customer, and internal support needs. You are not just managing a helpdesk; you are building a proactive commercial lever that protects our 400+ person Operations team from administrative friction while delivering a friction-free experience for our users.

You will lead the charge on efficiency through automation and employ AI across our workflows, shifting high-frequency manual tasks away from our delivery teams. Your mandate is to elevate the "Voice of the User," turning support data into a high-octane feedback loop for our Product and Data teams to address root causes.

You will set the strategy, direction, and vision for the User Services function and hold your team accountable for delivering against them. This is a high-leverage role for a strategic operator who views support as a product. You will be responsible for defining company-wide incident management and ensuring that as we scale toward 70,000+ apprentices, our support infrastructure drives both efficiency (Revenue per FTE) and user stickiness.

Key Responsibilities

• Architect the "Single Entry Point": Design and own the end-to-end triage and resolution ecosystem for all learner, customer, and internal inquiries, replacing ad-hoc siloes with a unified, scalable platform.

• Drive AI-First Support: Lead the "AI-ification" of user services by deploying LLM-powered self-service, auto-resolution bots, and intelligent routing to hit our "Revenue per User Services FTE" targets.

• Operational Shielding: Proactively identify and migrate admin-heavy tasks (e.g., tech troubleshooting, re-escalating tickets, system updates) from the Delivery/Coaching org to the Support/Automation team to maximize coach-learner facing time.

• Commercial Insights & Feedback Loops: Transform support data into proactive reporting that influences business-wide planning. Partner with Product and Data to eliminate root-cause blockers for learners.

• Build Incident Management: Establish and lead a robust, company-wide incident management process, serving as the "Command Center" for platform issues and cross-functional resolution.

• Knowledge Management Excellence: Build a world-class internal and external knowledge base that empowers users to find answers instantly and ensures team-wide consistency.

• Drive Excellence Through Team Performance: Set and maintain ambitious performance expectations across the team, creating the conditions for your people to do their best work.

About You (Qualifications)

• Leader of Leaders: Proven experience managing global, multi-tiered support organizations and developing high-performing talent.

• AI Acumen (Level 4): You don't just use AI; you have a track record of leading transformative AI-first initiatives that drive measurable business value and operational efficiency.

• Platform-Led Mindset: You have experience in high-growth "Big Tech" environments (e.g., Uber, Duolingo, Strava) where support is integrated into the product experience, not just a reactive function.

• Strategic Operator: You are a "Driver, Not a Passenger" who can navigate the ambiguity of a scale-up while building rigorous, repeatable systems.

• Data-Obsessed: You live in the metrics. You understand how Support KPIs (CSAT, Time to Resolution) directly impact commercial outcomes like Retention and Revenue per FTE.

• Cross-Functional Influencer: You can partner effectively with Product and Engineering to prioritize "Fix at Root Cause" over "Hire more agents."

• Mission-Driven: You are passionate about our mission to equip the workforce for the AI era and believe that a seamless user experience is the foundation of effective learning.

Preferred Qualifications

• Experience scaling support for 50,000+ active users in a B2B2C or EdTech environment.

• Deep familiarity with the Intercom/FinAI and Salesforce ecosystem and integrating third-party AI agents.

• Background in managing support within a highly regulated environment (e.g., Fintech or EdTech).

• Experience building "incident command" frameworks from scratch.

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 work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month

• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year

• Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!

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. Read our Equality, Diversity & Inclusion policy here.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).

For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.

Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.