Senior Manager, Learner & Client Support

About This Opportunity

Our talent team is representing a confidential EdTech organization in London that is building enterprise-scale learning solutions. They are investing in a completely new support function—designed from first principles—to serve a complex, multi-stakeholder audience including end users, coaches, and corporate clients.

This is not a queue-management role. You will design the operating model, build the platform infrastructure, and own the long-term strategy for support as a strategic function that drives retention and customer trust. A Support Manager will handle day-to-day delivery and report to you; your focus is architecture, systems thinking, and cross-functional partnership.

Responsibilities

The Build (First 6 Months):

• Own the support infrastructure program end to end: assess current state, design target state, coordinate implementation, manage cutover, and stabilize operations
• Design the support experience from first principles for each requester type (learners, coaches, employers, internal stakeholders): touchpoints, escalation paths, communication, and AI-to-human handoffs
• Translate journey design into platform configuration: taxonomy, workflow architecture, SLA definitions, routing logic, ticket transparency, and native reporting
• Act as single-threaded owner, managing external professional services and developing the internal technical specialist who will own configuration long term

Ongoing Strategy & Operations:

• Own the operating model and its evolution as volume patterns shift and new products launch
• Design the metric framework across leading, process, and output layers, with honest quality measures rather than vanity metrics
• Build and present the business case for support investment as revenue protection
• Define the AI resolution roadmap: which journeys move to AI, at what quality threshold, with humans kept in loop for policy-sensitive cases
• Set knowledge system standards that power both agents and AI, coaching the Knowledge Manager day to day
• Own cross-system escalation models and turn support into an organizational signal by surfacing recurring issues early
• Lead a small team: a Support Manager handling delivery and QA, a Knowledge Manager, and an internal technical specialist

What We're Looking For

You have done this before:

• 7-10+ years in support operations, service design, or CX operations
• At least one build or redesign of a support function from operating model through system implementation
• Strong, hands-on fluency with Intercom or equivalent enterprise support platforms—you need to direct professional services, QA builds, and recognize incorrect configurations
• Track record in B2B2C, regulated, or multi-stakeholder environments where support quality is tied to compliance, funding, or retention

You think in systems, not tickets:

• You design operating models starting from user experience, working backwards to process, then configuring the system
• You understand the relationship between knowledge quality, AI resolution, and human effectiveness
• You build metric frameworks leadership can trust, recognizing which metrics flatter and which tell the truth

You lead through influence:

• Internal stakeholder management is a core strength; you partner effectively across Product, Engineering, Learning, and Customer Success
• You are direct and evidence-led, comfortable pushing back on senior stakeholders when data requires it
• You operate with urgency, hit deadlines by making scope calls early, and work alongside busy operational teams without adding to their load

Preferred qualifications:

• Structured knowledge management practice
• Education, workforce development, or apprenticeship provision experience (Ofsted, Skills England, ESFA funding rules)
• Familiarity with Linear, Guru, and Slack in cross-system support stacks
• Experience making the case for support as revenue protection

How We Work With You

Candidates apply directly through Get A Job.ai. A recruiter from our team will screen your application and conduct an initial conversation. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the employer directly—we coordinate all communication to ensure the best candidate experience.

Pay

Compensation details will be discussed during the screening process and are competitive for this level of leadership role in London.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure equitable access to opportunities.