Hybrid Advanced Support Manager

at Multiverse

• Job title: Advanced Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Advanced Support Manager at Multiverse responsible for customer support excellence and team leadership. Fostering collaboration to resolve client issues and drive performance in support services.

Responsibilities

• Reporting directly to the Senior Manager, Support Services, you will be responsible for delivering excellent support to our customers both in terms of speed and quality.
• Manage and develop a team, setting clear performance expectations, driving skills development and maintaining accountability against outstanding results for our key performance indicators including but not limited to resolution times and CSAT
• Transform the team to enable future strategies including providing client value-based support and expanding the scope of the team
• Enable the team’s expansion in line with the company’s global expansion strategy - help build and manage a multi-country support team and drive consistent user experience
• Set up streamlined escalation processes along with definition of clear ownership across teams to resolve urgent issues speedily whilst working collaboratively with various stakeholders
• Own end-to-end client issue resolution and coordinate closely with the Customer Success, Delivery, Learning, and Tech teams to ensure optimal customer outcomes.
• Leverage project management skills to influence stakeholders, efficiently prioritise tasks, and manage objectives while considering urgency and business impact.
• Assess performance of tools and continuously improve whilst bringing in AI capabilities
• Analyse performance, identify trends and root causes to improve both support workflows and team delivery
• Work with the insights team to push to implement solutions across the business based on client issues trends
• Work with the knowledge manager to set up content for Client self-serve, internal team facing SOPs as well as engineering knowledge for AI workflows
• Maintain excellent relationships with clients, set realistic expectations and professionally handle any objections.

Requirements

• You are a people champion and have a track record of motivating a team and holding them accountable to key metrics in a fast-paced customer-support environment. You do this through hands on people management, strong written and verbal communication and proactive data review.
• You have 3+ years experience in managing support teams and an overall 5+ years experience in customer success/support
• You have a strong commercial mindset and have previously worked in customer success or other client-facing roles
• You have strong project management and stakeholder management skills with the ability to influence stakeholders to achieve collective outcomes
• You have strong analytical skills with the ability to leverage data for decision-making and continuous improvement.
• You have exposure to customer support tools and possess the technical acumen to improve support tooling in order to drive efficiencies
• You have excellent verbal and written communication skills and are able to work effectively with people at all levels, in all departments both internally and externally.
• You treat everyone in your team equitably, ensuring all team members feel a sense of belonging and value.
• You own your own development and role model best practice in everything you do.

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 - we collaborate in the office 3 days per week
• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
• Team fun - weekly socials, company wide events and office snacks!