CrawlJobs Logo
Multiverse Logo Multiverse · Customer Service

Senior Client Support Specialist

United Kingdom, London · Job Posted February 21, 2026
Apply Position
Job Link Share

Job Description

Reporting directly to the Senior Manager, you will be responsible for delivering excellent, high-touch support to our customers, specifically serving as the primary representative of Multiverse for high-value client stakeholders. This is a highly strategic role that requires shifting from a reactive support model to a proactive approach, using data and deep business understanding to drive customer retention and positive sentiment.

Job Responsibility

  • Partner with the Support Manager to build and maintain standard operating procedures and rigorous documentation, ensuring operational continuity and scalability
  • Manage high-value client escalations and complaints by acting as the primary point of contact for corporate stakeholders, filtering complex internal information into clear, concise external updates
  • Build strong cross-functional relationships with Customer Success, Delivery, Learning, and Tech teams to efficiently triage queries and hold internal stakeholders accountable for resolution deadlines
  • Navigate the internal Multiverse organisational structure to identify correct issue owners, prevent delays and ensure a seamless experience for the client
  • Act as a trusted advisor to clients, fostering relationships that contribute to customer retention and growth
  • Leverage technical skills, such as AI workflows or advanced data analysis, to streamline operational procedures and identify trends that drive strategic improvements in the learner and client experience

Requirements

  • 4+ years of experience in customer success or client support, specifically managing corporate stakeholders and turning around negative sentiment
  • Excellent verbal and written communication skills, with the ability to distill sensitive internal context into clear, appropriate client-facing language
  • Strong project management abilities to handle competing priorities and hold cross-functional teams accountable for deliverables
  • A commercial mindset with the ability to leverage data for decision-making, understanding sector-specific needs and focusing on retention-driving metrics
  • A collaborative team player who fosters a sense of belonging and takes ownership of their own professional development

What we offer

  • 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days and 8 bank holidays per year
  • private medical Insurance with Bupa
  • a medical cashback scheme
  • life insurance
  • gym membership & wellness resources through Wellhub
  • access to Spill - all in one mental health support
  • Hybrid work offering - for most roles we collaborate in the office three days per week
  • Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
  • Space to connect: weekly catch-ups, seasonal celebrations, and a kitchen that’s always stocked
Multiverse - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Senior Client Support Specialist

8 matching positions

Senior COE Specialist I - Premium Support Specialist

Uber for Business (U4B) is rapidly expanding and is positioned to be the next gr...
Location
Location
Japan , Tokyo
Salary
Salary:
Not provided
uber.com Logo
Uber
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in B2B customer support, sales, or account management
  • Craftsmanship service: provide exceptional support and ensure customer satisfaction, resolving complex inbound or outbound issues sometimes without well-documented SOPs, including outbound phone support when necessary
  • Root cause analysis: conduct analysis to identify underlying issues and present findings when requested by stakeholders by following up with teams like bugs/outages teams, jira teams and risk teams
  • Stakeholder collaboration: work closely with both internal and cross-functional stakeholders to resolve urgent issues across various Uber for Business products
  • Insight generation: produce actionable insights such as inefficient SOPs, content updates & patterns of fraud from support activities and highlight to Team Leaders
Job Responsibility
Job Responsibility
  • PSS client inflow management: drive resolution of complex problems by leveraging internal resources and using multiple communication channels including email and messaging (possibly Zoom also)
  • Stakeholder management: collaborate effectively with U4B Sales/Account Managers and Implementation Leads to keep them apprised of client concerns, with possible client onsite visits
  • Project management: plan and execute projects to improve the customer experience for U4B admins and clients
  • BAU efficiency: ensure BAU for U4B continues to run efficiently and smoothly
  • Be the subject matter expert for all the products that U4B has to offer and identify process and policy gaps to mitigate them accordingly
  • Maintain PSS dashboard and send monthly progress reports to the administrators
  • Analyze data using basic SQL and Google Sheets on customer’s U4B account and then using that data to make recommendations to the client, where applicable
  • Proactively identify trends or impending issues and inform your client to minimize disruption to their service
  • Join team meetings to share relevant updates and roadblocks
  • Monitor U4B account transactions to ensure accuracy and promptly identify and resolve any discrepancies in payments
Read More
Arrow Right

Senior Support Specialist, Back-End Developer Support

In Support, our product is people. This includes our merchants, our partners, ou...
Location
Location
United Kingdom
Salary
Salary:
Not provided
shopify.com Logo
Shopify
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Demonstrates exceptional reading, writing, typing, and communication skills, both internally and externally, with the ability to communicate complex web development topics clearly.
  • Exhibits strong adaptability and resilience, responding well to adversity and capable of adjusting to changing environments and challenges.
  • Highly curious, resourceful, and committed to continuous learning and understanding, with a keen interest in the experiences of merchants and partners.
  • Proficient in engaging and empathizing with others during extended interactions on supported channels, managing multiple concurrent text conversations effectively.
  • Excellent problem-solving, troubleshooting skills, and a methodical approach to addressing urgent issues, coupled with an openness to receiving feedback.
  • Proficient in API technologies including extensive experience with REST and GraphQL APIs, adept in utilizing API Clients like Postman or Insomnia, and well-versed in XML, JSON, and HTTP protocols.
  • Skilled in server-side development using languages such as Ruby, Python, PHP, or Node.js, with a solid understanding of object-oriented programming, MVC frameworks, and data architecture, complemented by the ability to operate version control systems like Git.
  • Competent in leveraging technical support tools such as Observe, SQL databases, and Chrome Developer Tools, capable of interpreting and executing development testing procedures, and experienced in managing complex codebases in collaborative environments.
  • Enthusiastic about improving team efficiency through the development of standards and tools, and actively engages in crafting maintainable code as part of a collaborative development team.
Job Responsibility
Job Responsibility
  • Work with merchants, partners and/or their developers to resolve issues with their back-end technology stack in relation to Shopify and Developer Support’s scope (e.g. Shopify APIs, SDKs, Checkout Extensions, Headless).
  • Help merchants customize their Online Store either through consultation or implementation.
  • Provide real-time support to internal stakeholder teams, including Plus & Enterprise Support Specialists and Merchant Success Managers, via Slack and other support tools.
  • Collaborate with internal engineering teams to fix bugs and enhance Shopify's product offerings.
  • Contribute to and enhance the Developer Support knowledge base, equipping Support Delivery teams to handle front-end technology queries effectively.
  • Maintain high standards of technical expertise and service quality in all support interactions and within team projects.
  • Actively engage and provide high-quality support to internal stakeholders, improving outcomes for merchants and partners.
  • Use expertise to influence internal decisions and develop strategic solutions, applying complex decision-making skills and advocating for merchant and partner needs.
  • Fulltime
Read More
Arrow Right

Client Support Specialist

Join us as a Client Support Specialist where you will be delivering exceptional ...
Location
Location
United Kingdom , Birmingham
Salary
Salary:
Not provided
barclays.co.uk Logo
Barclays
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Excellent Customer Service skills
  • Good communication skills
  • Problem Solving
Job Responsibility
Job Responsibility
  • Delivering exceptional customer service whilst resolving complex customer needs or request
  • Provision of customer service through various communication channels including chat, email and phone
  • Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case
  • Collaboration with teams across the bank to align and integrate customer care processes
  • Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas
  • Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
  • Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments
  • Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders
  • Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness
What we offer
What we offer
  • Wellness rooms
  • Gyms
  • Mental health support
  • On-site cafeterias
  • Fitness centers
  • Tech-equipped workstations
  • Collaborative areas
  • Fulltime
Read More
Arrow Right

Client Support Specialist

We’re here to build a network the UK can count on – one that connects people, pl...
Location
Location
United Kingdom , Farnborough, London or Newbury
Salary
Salary:
Not provided
vodafone.com Logo
Vodafone
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Able to obtain and maintain Developed Vetting clearance (DV)
  • Experienced in a Business Management, PMO or operational role within a client facing or service based environment
  • Highly organised, comfortable working in a fast-paced environment, with excellent attention to detail and the ability to manage multiple priorities
  • Confident communicator, able to engage credibly with senior stakeholders and client facing teams
  • Data driven, with experience producing reports, dashboards and insights to support decision making
  • Expert proficiency in Microsoft PowerPoint, Word, and Excel
Job Responsibility
Job Responsibility
  • Acting as the operational backbone of the function, the role provides governance, planning and reporting
  • Attending client and internal meetings alongside the Head of Client Services to ensure we are tracking and managing customer excellence and delivery oversight across client programmes, ensuring work is prioritised, risks are managed and outcomes are delivered to a high standard
  • Prepare the Head of Client Services for internal, external, and executive forums by working with the Client Services team and Defence & Secure Office
  • Provide day-to-day operational and support to the Client Services Leadership team, enabling them to focus on client engagement and service delivery
  • Support planning and coordination of client initiatives, service improvements and change activity
  • Act as a central point of contact for governance, reporting and process alignment across client accounts
  • Proactively collaborate across functions to coordinate and support delivery of the Defence Action Plan, ensuring alignment from planning through execution
What we offer
What we offer
  • Excellent basic salary plus bonus and Vodafone benefits
  • great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work
  • discounts, vouchers, a pension plan
  • amazing learning tools and top-notch parental leave policies
  • Fulltime
Read More
Arrow Right

Client Support Specialist

Join us as a Client Support Specialist where you will be delivering exceptional ...
Location
Location
United Kingdom , Knutsford
Salary
Salary:
Not provided
barclays.co.uk Logo
Barclays
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Excellent Customer Service skills
  • Good communication skills
  • Problem Solving
Job Responsibility
Job Responsibility
  • Provision of customer service through various communication channels including chat, email and phone
  • Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case
  • Collaboration with teams across the bank to align and integrate customer care processes
  • Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas
  • Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
  • Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments
  • Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders
  • Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness
  • Fulltime
Read More
Arrow Right

Senior Client Account Specialist

We are looking for a Senior Client Account Specialist to support billing operati...
Location
Location
United States , Washington
Salary
Salary:
Not provided
https://www.roberthalf.com Logo
Robert Half
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least 2 years of experience in billing, accounting support, or client account administration
  • Practical experience using accounting software systems in an office environment with strong attention to detail
  • Working knowledge of accounts receivable, accounts payable, and general accounting functions
  • Familiarity with computerized billing tools and the ability to manage detailed financial data accurately
  • Experience handling inbound calls or customer account inquiries in a service-oriented setting
  • Exposure to platforms such as ADP, Aderant, Epic, EHR systems, or About Time is preferred
  • Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively
Job Responsibility
Job Responsibility
  • Prepare and process client invoices using computerized billing platforms while ensuring accuracy, completeness, and timely submission
  • Monitor accounts receivable and accounts payable activity, investigate discrepancies, and help maintain current and balanced account records
  • Respond to inbound calls and account-related inquiries from clients or internal stakeholders with professionalism and clear follow-through
  • Enter, review, and update financial and billing information across accounting software applications, including specialized business systems used by the team
  • Support routine accounting tasks such as payment posting, reconciliation work, and documentation management for billing transactions
  • Partner with colleagues to track billing status, resolve outstanding items, and improve day-to-day account support processes
  • Maintain organized records of invoices, payments, and client account activity to support reporting and audit readiness
  • Assist with work involving multiple software environments, including updates or changes to billing-related systems when required
What we offer
What we offer
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
  • Fulltime
Read More
Arrow Right

Senior Client Relations Specialist

Location
Location
Salary
Salary:
Not provided
ATRIC Developments
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Education: business administration bachelor degree or equivalent
  • Real estate experience is a must
  • Related function experience: 4+ years experience
  • Related position experience: 1 year experience
  • Excel office – excellent
  • Customer Relationship Management (CRM) system
Job Responsibility
Job Responsibility
  • Responsible for handling all clients’ inquiries through phone calls, visits, emails, electronic messages or letters
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
  • Provide information about company’s units and units’ services, take and enter requests and client’s history and obtain details of queries and complaints
  • Communicate and follow up with internal or external parties to ensure that appropriate changes were made to resolve clients’ problems
  • Keep records of clients’ interactions or comments, recording details of inquiries, complaints, or comments, letters, unit related papers as well as actions taken on the CRM system or in hard copies according to the correspondence method
  • Communicate with the finance team to issue and resolve client’s financial matters such as billings, payment checks, expedited payments and deferred payments then communicate with the client to update them with procedures and start implementing
  • Communicate with the finance team to issue financial statement and financial clearance as per the client’s request, follow up with the finance team upon issuance, then communicate it and deliver it to the client
  • Update client’s data periodically on the CRM system
  • Communicate and negotiate with clients regarding their payments whether they are due or overdue payments and find solutions for insolvent clients
  • Refer unresolved clients’ grievances to designated departments for further investigation
  • Fulltime
Read More
Arrow Right

Senior Client Solutions Specialist

Our organization is characterized by experienced and friendly managers, as well ...
Location
Location
Poland , Warsaw
Salary
Salary:
Not provided
mygwork.com Logo
myGwork - LGBTQ+ Business Community
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2-3 years of experience in the areas of customer services
  • Demonstrated capability to adapt quickly and maintain productivity in a fast-paced workplace
  • Very good knowledge of English
  • Knowledge of Excel
  • Very strong organizational and project coordination skills
Job Responsibility
Job Responsibility
  • Manage a portfolio of multinational clients
  • Advising our internal consultants and clients on Mercer products and services across Europe and Africa
  • Cooperation with market consultants - providing sales support to consultants (sales presentations, product information, contacting clients etc.)
  • Supporting and managing clients' participation in Mercer's salary surveys
  • Answering day-to-day client queries via email and phone
  • Provide one-on-one demo/presentations on Mercer on-line platforms and methodology for clients
  • Working on compensation & benefits related data for both internal and external clients
  • Cooperating with colleagues from other Teams
What we offer
What we offer
  • Flexible working hours and hybrid model of work (2 days of home-office a week)
  • Opportunities for professional development and career growth
  • Global role with truly international exposure - working with teams across regions
  • Attractive benefits package (including private health care, sports card, life insurance, lunch card, language courses, retirement plan)
  • Multilingual community with an inclusive atmosphere
  • Stable employment at a multinational Group with 150 years of history
  • Comfortable office in Warsaw city center (Al. Jerozolimskie 98, Pl. Zawiszy area)
  • Fulltime
Read More
Arrow Right