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Senior Client Support Specialist

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Multiverse

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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