Head of Learner Support & AI Platform Build

Multiverse; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

27 days holiday

Private medical insurance

Hybrid work model

Work-from-anywhere

Wellbeing resources

Job summary

Multiverse is seeking a Support Manager to design and own the end-to-end support operating model, ensuring strong learner, coach, and employer experiences. You will lead Intercom configuration, coordinate with Professional Services, and drive the long-term performance of support across a multi-stakeholder ecosystem.

This role requires extensive experience in support design, stakeholder management, and data-driven decision making, with a track record of delivering scalable processes in a

Qualifications

• 7–10+ years in support operations or CX, with build/redesign experience.
• Hands-on Intercom fluency; ability to direct Professional Services.
• Experience in B2B2C or multi-stakeholder environments with compliance, funding, or retention considerations.

Responsibilities

• Design and own the support operating model from first principles.
• Lead the build and ongoing evolution of the system, including Intercom configuration.
• Manage a small team delivering day-to-day support, QA, and agent training.
• Partner cross-functionally with Product, Engineering, Learning and Customer Success.

Skills

Intercom fluency

Stakeholder management

Systems thinking

Leadership

Data-driven decision making

Education

Education/workforce development experience

Tools

Intercom

Linear

Guru

Slack

Job description

Multiverse is seeking a Support Manager to design and own the end-to-end support operating model, ensuring strong learner, coach, and employer experiences. You will lead Intercom configuration, coordinate with Professional Services, and drive the long-term performance of support across a multi-stakeholder ecosystem.

This role requires extensive experience in support design, stakeholder management, and data-driven decision making, with a track record of delivering scalable processes in a