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About the Role

Second Nature is dedicated to helping individuals manage their health by combining behavioral science, technology, and a strong team. Our digital habit change program, accessible via mobile and web apps, assists users in improving their lifestyle, losing weight, and reducing the risk of chronic conditions like type 2 diabetes. We have positively impacted over 250,000 lives and are recognized for our excellence on Trustpilot. As a rapidly growing and profitable health-tech startup, we are commissioned by the NHS and Vitality Health, and are a leading provider of GLP-1 medication-assisted weight loss programs.

Responsibilities

Lead and develop the Customer Support team, fostering a positive and supportive culture.
Manage daily service delivery, including rotas, performance, quality, and capacity.
Oversee customer contact campaigns tied to engagement and milestone goals.
Maintain clear processes and knowledge resources for consistent team performance across various products and services.
Identify and address recurring issues by analyzing data, customer feedback, and team insights.
Collaborate with Product, Ops, and Tech teams to resolve issues and integrate customer feedback.
Support the rollout of new products, processes, and services, ensuring team readiness.
Act as an escalation point for complex customer issues, safeguarding concerns, and formal complaints, ensuring compliance with NHS, partner, and B2C service requirements.

Requirements

Experience managing a customer-facing team, preferably in a fast-paced service environment.
Proven ability to use data to understand performance, identify trends, and drive efficiency.
Strong people leadership skills, including coaching, motivation, and performance accountability.
Organized and operationally minded with the ability to manage competing priorities.
Practical, solution-focused approach with the ability to think critically and resolve problems.
Curious and proactive mindset, willing to explore new tools and approaches.
Customer-focused approach, utilizing feedback and data to improve service.
Strong written and verbal communication skills.
Experience working with NHS or partner contracts is advantageous.
Familiarity with Google Workspace.
Experience with Intercom or similar customer service software is a plus.

Skills

People Leadership
Operational Management
Performance Management
Data Analysis
Problem Solving
Process Improvement
Customer Relationship Management
Communication
Cross-functional Collaboration
Google Workspace
Intercom (or similar)

Location

London, UK (Office)

Work Type

Hybrid
Remote Flexibility (up to 4 weeks abroad within 2-hour UK time zone)

Experience Level

Management Experience
Frontline or Junior Team Management Experience (preferred)

Salary/Compensations

Competitive salary
Share options

Benefits

25 days holiday plus national holidays
2 days/week in London office
Remote flexibility
£200/year professional development budget
Salary Sacrifice scheme
Cycle to Work scheme
Quarterly in-person socials and company meet-ups

About the Company

Second Nature is a health-tech startup focused on eradicating chronic lifestyle diseases.
Our digital habit change program helps individuals improve their lifestyle and reduce health risks.
We have positively impacted over 250,000 people and are rated 'Excellent' by users on Trustpilot.
We are a rapidly growing, profitable business commissioned by the NHS and Vitality Health.
We are a leading B2C provider of GLP-1 medication-assisted weight loss programs.
Our team members have a high average tenure of 4.3 years.