We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The opportunity:

In the newly created role of Senior Systems and Data Executive , you will play an important role in setting up the support team to embrace future innovations as well as enhancing the efficiency and effectiveness of our current support operations. You will be a key player in getting us ready for the AI-first future! - from setting up the right automations to ensuring we have the right insights as a team to drive continuous improvement consistently.

Key responsibilities:

• You analyse data to drive actionable improvements within and outside the team: You oversee and enhance data collection processes within our support tool, ensuring high-quality and clean data and perform deep analysis to generate insights that contributes to the continual improvement of our support offering

• Collaborate with Support leadership to drive key performance indicators, including response times, resolution rates, and user satisfaction scores

• Take ownership of identifying opportunities for automation and process improvements by collaborating with team members and stakeholders across the organisation. Lead the design, implementation, and continuous refinement of these improvements, providing guidance and support to ensure success

• Collaborate closely with the Content and AI Design Specialist to analyse knowledge change assets, identifying necessary updates to workflows, process automations, and data reporting structures to enhance efficiency and effectiveness

• Design, maintain and enhance support automation systems and workflows within the support team’s tech stack (i.e. Intercom), including updating contact types and other conversation attributes to ensure optimal functionality and  deliver a high quality user experience

• Act as a liaison between Support and other internal teams, ensuring consistent understanding and implementation of Intercom features and updates - similarly you own the enablement for support agents relating to changes with ways of working within the support platform

• Manage and fulfil requests from across the organisation related to updates and changes in Intercom workflows and setup, ensuring alignment with team needs and system efficiency

• Serve as the primary point of contact and Project Manager for our relationship with Intercom, ensuring effective collaboration and alignment with business needs

• You implement optimal support strategies: You continuously evaluate and refine efficiency of workflows and implement the right issue-streamlining frameworks in line with our overall client service level offerings

About you:

• 4+ years in customer experience or customer support operations, preferably in B2B/ SaaS tech organisation (Data/ tech or computer science background preferred)

• You have 1+ year experience setting up or working with support automation workflows using any of the market leading customer support tools

• You have a background in creating data insights and metrics that aid process improvement - able to take a project from concept, through planning and implementation, and into execution as an operational process

• You bring a good balance of being detail-oriented as well as thinking big picture

• You have experience working with cross-functional stakeholders to drive change

• You embody strong problem solving skills with resilience and determination to deliver results

• 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 own your own development and role model best practice in everything you do

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 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 & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

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.

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.