About the job
About Second Nature
At Second Nature, we empower individuals to take charge of their health. By integrating behavioral science, cutting-edge technology, and a passionate team, we aim to eliminate the global crisis of chronic lifestyle diseases.
Our innovative digital habit change program, accessible via mobile and web applications, supports users in enhancing their lifestyles, achieving weight loss, and significantly lowering their risk of conditions such as type 2 diabetes.
- We've positively transformed the lives of over 250,000 individuals.
- We hold an 'Excellent' rating from over 7,000 members on Trustpilot.
- We're experiencing rapid growth and are now a profitable entity.
- We are one of the few consumer health brands endorsed by the NHS and leading health insurer, Vitality Health.
- As a top B2C provider of GLP-1 medication-assisted weight loss programs, we are among the select NICE-approved providers for future NHS services.
- Our team members have an impressive average tenure of 4.3 years.
The Role: Customer Support Manager
We are on the lookout for a Customer Support Manager with a robust customer-centric mindset to lead our Customer Support team and consistently deliver exceptional service experiences.
This position requires strong people leadership skills and a dedication to maintaining service excellence. You will oversee your team's daily operations, establish clear and efficient processes, and guarantee that our customers receive responsive, empathetic, and top-tier service. With responsibilities that span NHS contracts, B2C clients, and various products, you will instill clarity and consistency throughout the team's efforts.
You will be a people-first leader while also being actively involved in supporting your team to effectively resolve issues and uphold high service standards.
What You’ll Be Doing
- Lead and nurture the Customer Support team, fostering a positive culture that values well-being and professional development.
- Ensure the implementation of clear and effective processes to deliver a consistent, high-quality experience across various products and services.
- Collaborate closely with internal teams, including Product, Operations, and Technology, to address service challenges and relay customer insights back to the business.
- Leverage data and customer feedback to identify recurring issues and enhance the overall customer experience.
- Promote a culture of continuous improvement by encouraging the team to share innovative ideas and refine their workflows.
- Manage daily service delivery while ensuring compliance with NHS, partner, and B2C contract requirements.
- Assist in the launch of new products, processes, or services, ensuring the team is well-prepared and equipped to deliver.
- Act as the escalation point for complex service issues, safeguarding concerns, and formal complaints.
- Maintain up-to-date knowledge resources to facilitate effective team performance.