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 June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech 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.

Your Mission

Reporting into the Senior Manager, Support Services, you’ll play a pivotal role in ensuring our AI and human support experiences are powered by accurate, structured, and engaging knowledge. You’ll translate complex product and process updates into clear, actionable content for learners, coaches, and internal teams — and design how that knowledge is communicated by our AI Agent.

This is a hands-on role for someone who thrives at the intersection of knowledge management, content design, and conversational AI, and who’s passionate about creating support experiences that are not only efficient but also human and helpful.

Once Here, You Will

• Create and maintain structured, reusable knowledge (macros, snippets, internal guides, help articles) that keep both our human and AI agents informed and consistent.

• Translate product and process changes into clear, well-structured knowledge for internal teams and end-users.

• Design and refine conversational flows, tone, and handoff logic so our AI Agent communicates naturally and on-brand.

• Optimise knowledge structures, metadata, and tagging so content is easily discoverable by both humans and AI systems.

• Partner with the AI Operations Lead to audit and improve AI response quality, retrieval accuracy, and content alignment.

• Develop and govern content standards, taxonomy, and review processes to maintain accuracy and scalability.

• Collaborate with Product, GTM and Operations to document new workflows and ensure knowledge reflects current processes.

• Analyse conversation data and feedback to identify knowledge gaps, content improvements, and opportunities for automation.

• Continuously tune tone, clarity, and structure based on user feedback and AI performance data.

• Act as the bridge between AI and human support — ensuring every response, whether automated or manual, feels clear, empathetic, and consistent.

Qualifications

• 3–5 years’ experience in knowledge management, content design, support enablement, or conversation design within a SaaS, B2B, or tech environment.

• Exceptional writing and editing skills — able to translate complex information into clear, concise, and engaging content.

• Experience managing knowledge bases, macros, or structured content repositories.

• Familiarity with AI support tools, LLM-based systems, or AI knowledge ingestion processes.

• Understanding of taxonomy, metadata, and content governance frameworks.

• Strong analytical mindset — able to interpret usage data, feedback, and AI metrics to improve content and workflows.

• Excellent collaboration and stakeholder management skills across Product, Ops, and Support.

• Comfortable in a fast-paced environment with evolving tools, systems, and processes.

While It’s Not Required, It’s an Added Plus If You Have

• Experience designing or tuning AI or chatbot conversations (e.g., Intercom Fin, ChatGPT, or custom LLMs).

• Exposure to AI prompt design, retrieval-augmented generation (RAG), or AI training data structuring.

• Background in UX writing, technical documentation, or enablement content strategy.

• Experience in global or multi-market support environments.

How Success Will Be Measured

• Accuracy and freshness of internal and external knowledge assets.

• AI retrieval and response quality improvements over time.

• Reduction in manual escalations through improved AI and self-serve content.

• Consistency and tone alignment across AI and human responses.

• Stakeholder satisfaction with content and process documentation.