Automation & Systems Specialist, MANUAL
Customer Support
£32-38k
+ Generous share option scheme
3-5 days a week in office
Digital clinic for hormonal imbalance, obesity, hair loss and more.
Posted today
Digital clinic for hormonal imbalance, obesity, hair loss and more.
201-500 employees
Posted today
£32-38k
+ Generous share option scheme
3-5 days a week in office
201-500 employees
Company mission
To extend the healthy years of many lives focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.
Role
Who you are
- Deep passion for great customer experiences through prior experience working in a customer support or service team
- Familiarity with customer support software (e.g., Zendesk, Salesforce, Freshdesk) and experience in configuring and managing these platforms
- Affinity for technology and AI - you can’t survive without ChatGPT and Claude
- Problem solving skills, attention to details and high degree of structured thinking
- Ownership within a fast paced environment that allows you to manage multiple projects simultaneously
Desirable
- Interest in working with low-code tools (Zapier, Retool,...)
- Coding skills in Javascript and Python (maybe even worked with API integrations)
- Knowledge of SQL or general analytics tools
What the job involves
- As Systems & Automation Specialist you will join our operations team which enables our teams to work efficiently
- In this role, you own customer support processes, develop and maintain automation solutions, and manage the technical infrastructure that supports our service and operations teams
- Your goal is to make our teams as impactful as possible by applying technology and your deep understanding of tools, AI solutions and processes
- Own the technical setup and processes of our customer-facing teams
- Work closely with customer support and operations teams to streamline workflows and reduce repetitive tasks
- Create faster and more consistent customer support through automations e.g. for ticket routing, escalations and responses
- Deeply integrate AI tools into customer service workflows with chatbots, AI-templating and a general AI-first approach to customer service
- Analyse customer behaviour, identify patterns and improve processes and content with the customer service team
- Provide technical support for customer support tools such as our ticketing software
- Monitor, analyse, and report on the effectiveness of automation initiatives and make data-driven recommendations for improvements
Salary benchmarks
Our take
MANUAL is a digital healthcare clinic supporting patients with life-changing conditions such as hormonal imbalance, obesity, menopause and hair loss across the UK and Brazil. It does this with a blend of doctor-specialist services, prescription medication backed by science, and digital products informed by behavioural change.
Manual works to remove the stigma around health problems such as obesity, hormone imbalances and menopause through teleconsultations, testing, regular check-ins and a range of tools, supplements and medications to treat commmon issues like poor sleep, hair loss, erectile dysfunction and skin conditions. Originally focused solely on men's health, the service led a shift in attitudes among its customers, with about half the men using the service to treat more than one condition, indicating that they're not just seeking help for the worst health issue that they're experiencing. Since, then it has opened its services to all genders with a hope to sift attitudes on a wider variety of health issues.
Manual has raised an impressive amount of capital, most recently in 2024. This funding is being used to expand its reach and enhance its services, particularly focussing on treatments for hormonal imbalance, obesity, and hair loss.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
51% female employees
28% employee growth in 12 months
Company
Employee endorsements
Challenging work
"Over my last year at Manual, I've worked on many products to help improve the men's health space. The projects I've worked on here have been some..."
Funding (last 2 of 3 rounds)
Sep 2024
$36.9m
EARLY VC
Mar 2021
$30m
SERIES A
Total funding: $71.6m
Company benefits
- Generous stock option plan
- Office snacks, Tuesday breakfast & Thursday lunches
- One annual company off site in Europe and quarterly social events
- Fitness & wellness benefit with Wellhub
- Electric Car Scheme
- Employee Discount
- Join one of the most promising scale ups in the healthtech space at a pivotal stage
- Enhanced workplace pension contributions
- Cycle to Work Scheme
- £400 per year learning & development budget with Learnerbly
- Private medical insurance
Company values
- We embrace the journey together: We recognise that we’re better together as one inclusive team; we support and challenge each other whilst looking after our health and the people all around us. We stay positive and always take the time to celebrate our successes
- We put our patients at the heart of what we do: We care deeply about our patients, our work improves their lives. We are bringing their voice into every action we take. We're obsessed with solving their health problems. We're always looking for ways to raise the bar and go the extra mile for each and every one of them.
- We are owners: We own the decisions we make and follow through with what we say we’re going to do. We commit, and agree to disagree, so that we can get things done. We do what we say thoroughly and well, feeling proud about our work.
- We make it happen: We have life changing ambition! We thrive on our mission and the challenges it presents. We're bold on what we can achieve and make brave decisions to get there; we're go-getters, doing today not waiting for tomorrow as we strive to realise our vision.
- We improve each and every day: We’re eager to learn, we're incredibly curious, and forever seeking ways that we can continue to grow. We don't over-analyse the theory, we constantly iterate to improve. We passionately believe that daily improvements lead to more meaningful impact and results.
Company HQ
Bermondsey, London, UK
Articles
Leadership
George Pallis
(CEO)Experienced marketer. Previous Global Head of Marketing at Deliveroo and Head of Performance Marketing at TransferWise.
Diversity, Equity & Inclusion at MANUAL
- Diversity and Inclusion at MANUAL is about fairness. It's a fabulous virtuous circle and we are fusing on:
- Conversations - we are creating a common language via initiatives such as our monthly Tea & Learns, our IWD spotlight on our incredible female-identifying employees, our ongoing celebrations…
- Learning - we are offering D&I trainings catered to our needs such as unconscious bias, psychological safety, mental health support...
- Measurement - we are proud of our 93%+ favourable responses in our monthly pulse confirming that everyone feels welcomed and all voices are listenned to at MANUAL.
- Culture - we are feedback-driven culture, we are humble and love to learn from each other!
- We are committed to equal employment opportunities regardless of gender, age, disability, race, religion or belief, sexual orientation and gender reassignment, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and potential termination.
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