Customer Support Executive, Multiverse
1-5 days a week in office
Providing equitable access to economic opportunity for everyone.
Job no longer available
Providing equitable access to economic opportunity for everyone.
501-1000 employees
Job no longer available
1-5 days a week in office
501-1000 employees
Company mission
Multiverse's goal is to break the expensive barrier between education and employment that is holding back companies and people.
Role
Who you are
- 2-4 years of professional work experience in a customer support role and demonstrate a customer-oriented mindset
- You have proficiency in intercom or similar support tool and have basic IT troubleshooting skills
- You have a proven track record of good time management and organisational skills to handle multiple customer inquiries simultaneously
- You embody strong problem solving skills with resilience and determination to deliver results balanced with an empathetic mindset and patience when dealing with customers
- 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 ideally have experience using data to draft knowledge articles translating technical concepts into concise documentation
What the job involves
- As a Support Executive, you will be responsible for providing exceptional customer service and support to stakeholders across the business (Coaches, Apprentices and Clients)
- You will act as a liaison between our company and customers, addressing their questions, concerns and requests promptly and effectively
- . Your role is pivotal in ensuring a positive customer experience and fostering long-term customer relationships
- You will be responsible for meeting and exceeding service expectations on both speed and quality of support requirements
- Customer Assistance: Respond to customer inquiries channels promptly and professionally. Provide accurate information, troubleshoot issues and resolve customer concerns in a timely manner
- Product Knowledge: Develop and maintain in-depth knowledge of our products or services to assist customers effectively and provide recommendations when needed
- Problem Resolution: Identify and escalate complex issues to the appropriate department or supervisor for resolution
- Troubleshoot by replicating the issue and/or knowledge bases to resolve working closely with our Tech team to resolve the issue at hand
- Communication: Strong written skills to aid swift investigation and resolution of customer challenges,
- Feedback Handling: Collect and document customer feedback, suggestions and complaints
- Share this feedback with the relevant departments to improve products, services and processes
- Training and Self-Development: Stay updated on industry trends, product developments, and customer service best practices
- Participate in ongoing training and skill development programs. Passionate about providing excellent customer service
- Team Collaboration: Collaborate with colleagues and team members to ensure a unified approach to customer support and problem-solving
- Share knowledge and experiences to improve the overall customer support process
- Performance Metrics: Meet or exceed defined key performance indicators (KPIs) such as response time, resolution time, customer satisfaction ratings, and more
Salary benchmarks
Our take
In today's tech-driven workplace, skills like digital marketing, software engineering, product design, and data analysis are pivotal. Traditional pathways to acquiring these skills are evolving, with coding schools like Makers Academy challenging the necessity of a formal Computer Science degree.
Recognizing the need for inclusive pathways, apprenticeships have gained prominence, spurred by government mandates like the 2016 levy. Multiverse (formerly WhiteHat) exemplifies this shift, offering opportunities for all to reskill and thrive in the tech industry.
Embracing a mission of accessibility and innovation, Multiverse's recent strategic moves, including acquiring Californian AI firm, Searchlight and attracting top-tier talent, underscores its commitment to excellence. Partnering with industry giants like Google and Facebook, Multiverse is driving transformative change, democratizing access to tech education.
Steph
Company Specialist
Insights
Many candidates hear
back within 2 weeks
58% female employees
96% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"Whether that's the content in the course you are teaching of which you're developing a deeper understanding, weekly CPD (continuous professional..."
Funding (last 2 of 5 rounds)
Jun 2022
$220m
SERIES D
Sep 2021
$130m
SERIES C
Total funding: $414m
Company benefits
- Equity - every Multiverse has ownership in the business through equity options
- Quarterly M-Powered Days to refresh and recharge
- End of Year Company Shut Down
- 27 days holiday, plus 1 life event day and 2 volunteer days
- Hybrid & remote working - weekly or monthly visits to the London Office
- Team fun - weekly socials and regular offsite events
- A focus on wellbeing with access to Spill therapy support, an Employee Assistance Programme and an internal Wellbeing working group.
- We've got your health covered with private health insurance with Bupa, a medical cash back scheme with Medicash and Life Insurance with YuLife.
- Dependency leave, enhanced Maternity & Secondary Parental Leave
Company values
- We believe in equality of opportunity
- We treat others as we want to be treated
- We adopt an owner mentality
- Development is at our core
- We make decisions based on facts and logic
- We don’t take ourselves too seriously
Company HQ
Paddington, London, UK
Articles
Founders
Euan Blair
(CEO)Prior to founding Multiverse, Euan was the UK CEO of Sarina Russo Group, an employment and training provider with more than 1,500 staff worldwide and a turnover exceeding £100 million.
People progressing
Peppa is VP of Go-To-Market, UK&I. She joined Multiverse as an Account Executive in the Go To Market Team and was promoted to Regional Director within 7 months, then progressed to Area Vice President.
Diversity & Inclusion at Multiverse
Siobhan Randell (Director of Diversity, Equity and Inclusion)
- We want to be a leader in Diversity, Equity & Inclusion (DEI), so we’re working hard to drive the change we want to see in the world, inside Multiverse.
- Everything we do in the DEI space is undertaken with the goal of being representative of the geographies in which we operate – and our apprentice community. Gender diversity has been a long-term challenge for the tech world. We're proud that 55% of our UK Team identify as women, this increases to 64% of our Global Leadership Team (director level and above). We're also proud of our thriving LGBTQQIAAP community, comprising 11% of our UK Team.
- We're committed to improving the diversity of our workforce, at all levels. We continue to invest in early talent through our in-house apprenticeship scheme – something we know is a fantastic route into our organization for exceptional talent from a diversity of backgrounds.
- Last year we identified improving the diversity of our Global Leadership Team (director level+) internally as an area of focus. Steps that we took included introducing robust DEI monitoring processes, rolling out Inclusive Recruitment Training to all staff involved in the hiring, and launching our first internal, Global Leadership Accelerator program.
- We’re proud that in the last 12 months, the representation of colleagues from ethnic minority backgrounds at director+ levels, globally, has increased from 6% to 19%. This is good progress but we still have work to do and are committed to building a leadership team that is representative of our colleagues and of the communities we serve.
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