Customer Support Manager, Second Nature
+ Share options
2 days a week in office
Behaviour-based weight loss app
Open for applications
Behaviour-based weight loss app
101-200 employees
Open for applications
+ Share options
2 days a week in office
101-200 employees
Company mission
To make healthy living second nature.
Role
Who you are
- This role requires both people leadership and a commitment to service quality
- Proven experience as a Customer Service Manager or Senior Customer Support Team Lead in a fast-paced, multi-product service environment
- Strong ability to maintain and improve day-to-day service processes, with a focus on quality and consistency
- A customer-first mindset with a track record of using feedback and reporting to drive improvements in service experience
- Strong written and verbal communication skills, comfortable engaging with customers and internal stakeholders alike
- Excellent people leadership skills, with proven ability to coach, inspire, and build high-performing teams
- Well-organised and able to manage competing priorities effectively across a varied workload
- Proactive, solution-oriented, and resilient in a fast-moving environment
- Experience working with NHS or partner contracts (a plus) and comfort handling compliance-driven processes
- Familiarity with Google Suite; Intercom or similar customer service software a plus
What the job involves
- We're seeking a Customer Service Manager with a strong customer-focused background to lead our Customer Support team and deliver consistently excellent service experiences
- You'll support your team day-to-day, maintain clear and effective ways of working, and ensure customers receive a responsive, empathetic, and high-quality service
- With responsibility across NHS contracts, B2C customers, and multiple products, you'll bring clarity and consistency to everything the team does
- You'll be both a people-first leader and a hands-on contributor, supporting your team to resolve issues effectively and uphold high service standards
- Lead and develop the Customer Support team, creating a positive culture where wellbeing and professional growth are championed
- Maintain clear and effective processes that help the team deliver a consistent, high-quality experience across multiple products and services
- Work closely with internal teams including Product, Ops, and Tech to resolve service issues and feed customer insights back into the business
- Use data and customer feedback to identify recurring issues and opportunities to improve the customer experience
- Drive a culture of continuous improvement by encouraging the team to share ideas and refine how they work
- Manage day-to-day service delivery and ensure compliance with the requirements of NHS, partner, and B2C contracts
- Support the rollout of new products, processes, or services, ensuring the team is prepared and equipped to deliver
- Act as the point of escalation for complex service issues, safeguarding concerns, and formal complaints
- Maintain up-to-date knowledge resources so the team always has the right information to help customers effectively
Salary benchmarks
Our take
Second Nature is a digital behavioural change programme designed to help people take control of their health and combat obesity. With £9 billion a year spent on managing diseases like type 2 diabetes in the UK alone, Second Nature helps its users live more active lives, helping to prevent or reduce their symptoms. The company works closely with in-house dietitians, psychologists, and behavioural change specialists to tackle this pressing issue and create the programme.
Second Nature's digital habit change programme is delivered through mobile and web apps, and has helped more than 250,000 people improve their health. Impressively, Second Nature is the first digital lifestyle change programme to be used by the NHS.
Second Nature has NHS commissions and NICE approval, indicating its high-quality care. With more than 20 studies published in leading journals, speaking to its respected position, the company is sure to see even more success in the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2020
$10.6m
SERIES A
Dec 2019
$10.6m
SERIES A
Total funding: $24.9m
Company benefits
- Competitive salary
- Share options in a growing and profitable health-tech company
- 25 days holiday plus national holidays
- Hybrid working: 2 days/week in our London office
- Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
- £200/year professional development budget, plus extra for role-specific training
- Salary Sacrifice and Cycle to Work schemes
- Quarterly in-person socials and company meet-ups
- A friendly, mission-driven team where your work really matters
Company values
- Get Sh*t Done: Focus and speed matter in a startup
- Do the Right Thing: We never compromise the mission
- Let the Data Guide Us: We listen with an open mind
- Raise the Bar: We have incredibly high standards
- Embrace Transparency: Trust is built on transparency
- Enjoy the Ride: We take time to celebrate
Company HQ
White City, London, UK
Leadership
Chris Edson
(Co-Founder & CEO)Studied Engineering and Materials Science at the University of Oxford. Previously worked as a Senior Consultant at Deloitte.
Mike Gibbs
(Co-Founder & COO)Studied Pharmacology at the University of Cambridge. Previously worked as a Senior Consultant at Deloitte.
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