Support Specialist at Multiverse

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, TechnologyIndustries

Requirements

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
Strong written communication, sharp problem-solving and troubleshooting skills
Ability to deeply understand what customers need—even when they don’t explain it clearly
Tech-inclined and comfortable with regular product changes and team expansion
Strong client communication experience and confidence in representing the company’s voice externally
Strong comprehension skills—accurately read, interpret, and respond to complex or unclear requests

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 keep up to date with product releases and adjust support approaches accordingly
Proactively share feedback and ideas to improve the customer experience and internal workflows using 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

Skills

Intercom

Customer Support

Troubleshooting

Problem Solving

Written Communication

Client Communication

Multiverse

Provides professional apprenticeships for workforce development

About Multiverse

Multiverse focuses on workforce development through professional apprenticeships, providing on-the-job training programs that help individuals gain skills for high-paying jobs and career advancement. The company operates in the United States and the United Kingdom, partnering with various organizations to tailor apprenticeship programs to meet specific employer and individual needs. Unlike traditional hiring methods, Multiverse's approach is designed to be equitable and accessible, allowing diverse talent to succeed. The company also offers ongoing support and mentorship to apprentices, ensuring they can navigate their career paths effectively. Multiverse's goal is to create a diverse group of future leaders by transforming the way talent is developed and nurtured.

London, United KingdomHeadquarters

2016Year Founded

$402.7MTotal Funding

SERIES_DCompany Stage

Social Impact, AI & Machine Learning, EducationIndustries

1,001-5,000Employees

Risks

Competition from universities offering flexible, career-focused programs may challenge Multiverse.

Rapid AI development could outpace Multiverse's training program updates.

Economic downturns may reduce corporate spending on training, impacting revenue.

Differentiation

Multiverse offers AI-powered apprenticeships, a unique alternative to traditional university education.

The company partners with diverse industries, enhancing workforce skills through tailored programs.

Multiverse's acquisition of Searchlight boosts its AI capabilities and competitive edge.

Upsides

Partnership with Microsoft aims to skill 1 million people in AI by 2025.

Recent leadership appointments focus on financial growth and curriculum development.

AI-Powered Productivity apprenticeships are accredited and eligible for public funding in the UK.

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