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About the Role
Second Nature is dedicated to helping individuals manage their health by combating chronic lifestyle diseases through behavioural science and technology. Our digital habit change program, delivered via mobile and web apps, assists users in improving their lifestyle, losing weight, and reducing the risk of conditions like type 2 diabetes.
Responsibilities
- Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance.
- Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets.
- Build a positive, high‑energy team culture to keep agents motivated in a high‑volume and often repetitive environment.
- Monitor team KPIs, focusing on Call Quality, Conversions, and Call Completion.
- Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes.
- Provide constructive coaching and feedback, supporting both individual growth and team‑wide development.
- Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation.
- Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality.
- Act as a point of escalation for complex queries and safeguarding cases.
Requirements
- Experience managing small to medium‑sized customer support teams, ideally remote and in a fast‑paced environment.
- Proven ability to coach, inspire, and motivate teams to consistently achieve quality and conversion targets.
- Excellent written and verbal communication skills — able to energise your team and communicate clearly with stakeholders.
- Confident with customer service software (Intercom and Ringover experience a plus) and Google Suite (especially Sheets).
- Strong analytical skills with experience using data and reporting to make decisions and identify opportunities.
- Highly organised with strong prioritisation and project management skills; able to juggle multiple campaigns and initiatives.
- A proactive problem‑solver with excellent attention to detail and tenacity when uncovering issues and implementing solutions.
- Resilient under pressure and motivated by achieving ambitious goals.
Skills
- Coaching
- Motivation
- Performance Management
- Call Campaign Management
- Team Leadership
- KPI Monitoring
- Quality Assurance
- Customer Service Software (Intercom, Ringover)
- Google Suite (Sheets)
- Analytical Skills
- Data Analysis
- Reporting
- Project Management
- Problem-Solving
- Attention to Detail
- Communication Skills
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- Managerial Experience
Benefits
- Competitive salary
- Share options
- 25 days holiday plus national holidays
- Remote flexibility (work from abroad up to 4 weeks at a time within 2-hour UK time zone)
- Quarterly in-person socials and company meet-ups
About the Company
- Second Nature is a health-tech startup dedicated to helping people take control of their health and eradicate chronic lifestyle diseases.
- Our digital habit change program is delivered through mobile and web apps.
- We have positively impacted over 250,000 people and are rated 'Excellent' by over 7,000 members on Trustpilot.
- We are growing quickly and are a profitable business.
- We are commissioned by the NHS and Vitality Health.
- We are a leading B2C provider of GLP-1 medication-assisted weight loss programmes.
- Our team members stay with us for an average of 4.3 years.