Support Specialist

Multiverse; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading upskilling platform in London seeks a Customer Support Specialist to handle client interactions via Intercom. This role demands strong communication, problem-solving skills, and the ability to understand client needs. Responsibilities include resolving support tickets, documenting findings, and maintaining effective client relationships. Ideal candidates will have 2+ years of relevant experience and be tech-savvy. The position offers a hybrid work model, emphasizing a balance between office presence and remote work.

Benefits

27 days holiday plus additional leave

Private medical insurance

Gym membership

Hybrid work model

Qualifications

• 2+ years experience in customer support or tech specialist roles.
• Excellent written communication in Plain English.
• Experience managing high ticket volumes.

Responsibilities

• Handle support issues via Intercom with empathy and clarity.
• Investigate user-reported issues effectively.
• Build strong communication with customers.

Skills

Problem Solving

Communication

Tech Inclination

Client Communication

Reading Comprehension

Tools

Intercom

Job description

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1500 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.

About the role

Reporting directly into the Senior Manager Support Services you’ll be responsible for handling support issues via Intercom from a wide range of users including clients, apprentices and internal staff.

This role demands strong written communication, sharp problem‑solving and troubleshooting skills and the ability to deeply understand what customers need even when they don’t explain it clearly. You’ll resolve issues and complaints with professionalism and act as a role model as a senior member of the team in your approach to communication, ownership and service excellence.

You are tech‑inclined and are comfortable with regular product changes and team expansion. Our scope is growing rapidly and we’re looking for someone who sees that as an opportunity to learn and lead, not as a challenge. Strong client communication experience and confidence in representing the company’s voice externally is essential.

Key Responsibilities

Respond to support tickets via Intercom with clarity, empathy and urgency, supporting apprentices, employers and internal teams.

Problem Solving & Troubleshooting: Confidently investigate user‑reported issues by impersonating users, replicating scenarios and following structured troubleshooting guides.

Technical Ticket Writing: Accurately document findings and next steps in clear, well‑structured technical tickets in line with internal guidelines.

Build trust and maintain strong communication with customers, handling sensitive or escalated issues with professionalism.

Demonstrate strong comprehension skills, accurately read, interpret and respond to complex or unclear requests.

Handle complaints and challenging conversations with care, aiming for effective and fair resolution.

Manage and prioritise a high volume of tickets, balancing efficiency with accuracy and tone.

Confidently push back on stakeholders when necessary with a clear, respectful approach.

Act as a role model in the team, setting a standard for tone of voice, responsiveness, accountability and support quality.

Become a product expert, deepening your understanding of all features and use cases and keeping up to date with product releases and adjusting support approaches accordingly.

Proactively share feedback and ideas to improve the customer experience and internal workflows using a data‑driven approach.

Contribute to and maintain high‑quality support documentation and help content written in Plain English.

Work cross‑functionally with product operations and training teams to resolve complex issues at the root.

What We’re Looking For

Proven 2 years experience with at least 1 year experience in a tech specialist role in customer support, client service or helpdesk, ideally within education, training or a tech‑enabled environment.

Strong background in client communication with the ability to build trust and manage expectations effectively.

Excellent written communication, fluent in Plain English, with the ability to explain complex or sensitive topics clearly.

Strong interest in technology‑enabled products.

Strong reading comprehension and problem‑solving skills.

Experience managing high ticket volumes while maintaining service standards.

Confidence and professionalism when handling complaints, escalations and stakeholder interactions.

A proactive mindset and a passion for continuous improvement.

Ability to thrive in a fast‑changing environment with frequent product updates and evolving team responsibilities.

A team player who can influence others positively and help raise the bar for support quality.

Experience with Intercom or similar customer support platforms.

Nice to Have

Familiarity with apprenticeships, education or regulated training environments.

Startup or scale‑up experience.

Team Lead experience.

Benefits

Time off – 27 days holiday plus 7 additional days off: 1 life event day, 2 volunteer days and 2 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 work offering – 3 days in our London Paddington office and the opportunity to take part in our work‑from‑anywhere scheme (10 days per year).

Team fun – weekly socials, company‑wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal‑opportunity 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.

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.

Key Skills

• Children Activity
• Access Control
• Human Resources Administration
• Government
• Actuary
• Hydraulics

Employment Type

Full‑Time

Department / Functional Area

Operations

Vacancy

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