Customer Trust Specialist

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce. Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance. In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn. But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era. The Opportunity Multiverse is building the AI-first workforce transformation platform that connects learning to career outcomes at scale. As we scale toward $1bn+ in bookings, we are investing in support as a strategic function: a new operating model, modern infrastructure, and a function that actively strengthens learner retention and customer trust. This is a rare clean-sheet opportunity. In your first six months, you will design the support operating model from first principles and build the platform that runs it. Beyond that, you own the strategy, the operating model, and the long-term performance of support for a genuinely multi-sided audience: learners, the coaches who guide them, and the employers who fund them. This is a build role, not a queue-management role. A Support Manager runs the day-to-day team and SLA delivery and reports to you. You set the direction, design the system, and hold the function to a standard the business can trust. What You Will Own The Build (First 6 Months) * Own the support infrastructure programme end to end: assess the current setup, design the target state, coordinate the build, manage cutover, and stabilise. A defined programme with clear milestone gates and acceptance criteria. * Design the support experience from first principles for each requester type (learner, coach, employer, internal Multiverse seller): what happens at every touchpoint from first contact to resolution, including communication, escalation, waiting states, and AI-to-human handoffs. The journey design drives system configuration, not the other way around. * Translate that design into Intercom configuration: taxonomy, workflow architecture, SLA definitions, routing, snooze protocols, ticket transparency, and native reporting. Every system decision traces back to a journey decision. * Act as single-threaded owner of the programme. You PM Intercom Professional Services and develop the internal technical specialist who will own the configuration long term. Support Strategy & Operating Model (Ongoing) * Own the operating model and its evolution as volume patterns shift, new products launch, and AI capability expands. Set the roadmap two quarters ahead and hold delivery to the current one. * Design the metric framework across leading, process, and output layers, with first contact resolution and re-contact rate as honest measures of quality rather than activity. * Build and present the business case for support investment as revenue protection AI Resolution & Knowledge * Define the AI resolution roadmap: which journeys move to AI, in what order, at what quality threshold, with humans kept in the loop on policy-sensitive cases (safeguarding, funding eligibility, qualification decisions). * Set the knowledge system and standards that power both agents and AI, and coach the Knowledge Manager who owns it day to day. A strong knowledge foundation is what makes scaled AI resolution possible. Cross-Functional Partnership & Insight * Own the cross-system escalation model so escalations to partner teams keep context and visibility end to end. * Turn support into an organisational signal: surface recurring issues early, quantify their cost, and partner cross-functionally to drive root-cause fixes through a standing forum. Team & Coordination * Lead a small team. The Support Manager runs day-to-day delivery, QA, and the agent team and reports to you. You coach the Knowledge Manager and develop the internal technical specialist toward independent ownership of the platform. * Set standards and operate above the day-to-day so you can focus on strategy and forward planning, and coordinate Intercom Professional Services throughout the build. About You You have done this before * 7-10+ years in support operations, service design, or CX operations, including at least one build or redesign of a support function from operating model through system implementation. You have the playbook: set the baseline, design the target, sequence the build, enable the team, stabilise. * Strong, hands-on Intercom fluency. Intercom is the system you will run, so you need to know it well enough to direct Professional Services, QA a build, and recognise when a configuration is wrong. Equivalent enterprise support platform depth considered. * Track record in a B2B2C, regulated, or otherwise multi-stakeholder environment where support quality is tied to compliance, funding, or retention. You think in systems, not tickets * You design operating models, not just workflows. You start from what the user should experience, work backwards to the process, then configure the system. * You understand the compounding relationship between knowledge quality, AI resolution, and human effectiveness, and why the knowledge foundation has to come first. * You build metric frameworks an exec team can trust. You know why containment metrics flatter and why re-contact rates do not. You lead through influence * Internal stakeholder management is a core strength. The build and the function's ongoing performance depend on partnering across Product, Engineering, Learning, and Customer Success, and on building the accountability that makes cross-functional fixes actually happen. You manage up and across as naturally as you manage down. * You design for a genuine B2B2C landscape. Learners, coaches, and employers each need different things from support, with different urgency and stakes, and you build a model that serves each well without collapsing them into one queue. * You are direct and evidence-led, comfortable pushing back on senior stakeholders when the data says otherwise, and you hold the line against the cost-first, deflect-at-all-costs trap that has burned other AI-first support orgs. * You operate with urgency, hit deadlines by making scope calls early, and can work alongside a busy operational team without adding to their load. Preferred Qualifications * Structured knowledge management practice (you will set the system and coach the owner, not run it yourself). * Education, workforce development, or apprenticeship provision (Ofsted, Skills England, ESFA funding rules). * Familiarity with Linear, Guru, and Slack in a cross-system support stack. * Experience making the case for support as revenue protection. Why This Role Most support leadership roles inherit a system and optimise at the margins. This one hands you a clean-sheet build and permanent ownership of what you create. You will have a Senior Director who clears the path, direct access to the tools and vendors, and a mandate to build support into a function that drives retention and customer trust. Benefits * Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year * Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support * Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month * Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year * Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked! 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. Our Commitment to Safeguarding Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS). For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.

The Company We’re Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission. We’re on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death. But we can’t do it alone, and that’s why we’re assembling a team of top performers to build with us. Ready to be part of something big? The Role As a Customer Success Specialist at Octopus Legacy (internally known as ‘Legacy Specialist’), you’ll guide people through some of the most meaningful decisions of their lives - and help them feel calm, confident and supported at every step. You’ll be the first voice our customers hear, the trusted advisor who explains their options clearly, and the problem-solver who ensures everything runs smoothly from the very first conversation to the final document. You’ll blend empathy with commercial awareness: supporting people during emotional moments while helping them choose the services that genuinely meet their needs. We want to be honest -  it won’t be easy. You’ll be speaking to people at difficult and emotional moments in their lives, often when they need guidance and reassurance the most. You’ll sometimes deal with complexity, high emotion, and situations where you’re holding space for someone who really needs support. It takes resilience, calm under pressure, and the ability to stay warm and clear even when conversations are tough. But if you’re someone who finds purpose in helping people when it matters most - and you thrive in a fast-paced, high-ownership environment - this role can be incredibly rewarding. You’ll have the freedom to be human - no scripts, no robotic call targets. With the right tools, trust, and training, you’ll take full ownership of the customer journey and spot opportunities to add value. At Octopus Legacy, how we work matters as much as what we do. As part of our founding Customer Success team, you’ll join at a pivotal time - helping us scale, shape the way we work, and deliver the best possible experience for our customers. Our values are simple: Customer-First. Work hard. Stay optimistic. Key Responsibilities: * Be the first point of contact for customers via phone, email, and chat - guiding them with clarity, warmth, and confidence. * Understand customer needs and recommend the right estate planning products and services. * Lead consultations, explain options clearly, and help customers make informed decisions. * Own the customer journey end-to-end - from initial enquiry to booking and document delivery - ensuring a seamless experience. * Hit and exceed personal and team targets for engagement, conversion, and customer satisfaction. * Keep accurate and confidential customer records. * Share insights and ideas to improve processes, resources, and the overall customer experience. * Collaborate across teams to drive efficiency and elevate service. * Bring energy, initiative, and a problem-solving mindset to help the team grow and succeed. Who Are You? * A compassionate communicator who builds trust easily - especially when conversations are tough. * Experience in sales, customer service, estate planning or other advisory roles. * Target-driven and commercially aware, with a desire to help customers choose what’s right for them. * Resilient and adaptable, with an ability to stay calm in high-pressure situations. * Organised, attentive to detail, and comfortable managing multiple priorities. * Proactive and solutions-focused, always thinking about how to make things better. * Confident using CRM tools and technology. * A team player who leads with kindness and genuinely cares about doing meaningful work. Why You’ll Love It Here * We’re part of a group that believes work should mean something. You’ll be trusted to do what’s right, supported to grow, and encouraged to share your ideas and shape the way we work. * You’ll be part of a team you can truly count on - colleagues who support each other and always put customers first, every day and at every step of your journey. * A fast-growing business with room to learn, grow and influence change. * Plenty of opportunities to learn, develop your skills and make a real impact. * Competitive commission structure, great benefits and opportunities to progress. Our Mission Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone. Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one. Death can come between us, leaving mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen.  Benefits: * Octopus share incentive scheme. * 27 days holiday + extra day off for your Birthday. * Work from anywhere in the world for up to 4 weeks per year. * Vitality Health & Life Insurance.  * Pension scheme. * Enhanced parental leave. * Free Will & LPAs + discounts on other Octopus services. * Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme. * Octopus Giving: we match any charitable fundraising that you do up to £500.  * Octopus Springboard: where we help our employees become fully-fledged entrepreneurs. * Dog friendly office. * Breakfast every day, snacks and wellness activities. We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.