Product Support Specialist at Multiverse

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. The Opportunity 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. The Role - 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. About You - 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. - Start-up or scale-up experience. (Desired) 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 [Upgrade to PRO to see link] 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 [Upgrade to PRO to see link] our Prevent Policy [Upgrade to PRO to see link] 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.