Support Specialist, Multiverse

• 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
• 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

Desirable

• 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
• 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
• 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