Second Nature

Full-stack Engineer

• Design, develop, and maintain scalable, high-quality software across the full stack.
• Write clean, well-tested code and take ownership of features from design through production.
• Participate in architectural discussions and contribute to technical decision-making across the team.
• Conduct thorough code reviews and uphold engineering best practices and standards.
• Diagnose and resolve complex technical issues, proactively improving system performance and reliability.
• Collaborate with product managers, designers, and other engineers to translate business requirements into excellent technical solutions.
• Mentor junior engineers through pairing, code review, and knowledge sharing.
• Create and maintain technical documentation, including architecture diagrams and API specifications.
• Participate actively in agile ceremonies - sprint planning, stand-ups, and retrospectives.
• Stay current with emerging technologies and help bring new ideas into the team's workflow.

Senior Software Engineer

Customer Support

• 🎯 The Role: Customer Support Calls Manager
• We’re looking for a high‑energy, motivational **Customer Support Calls Manager** to lead our team of 10–15 remote customer support associates.
• This role is all about balancing **performance and quality**: keeping the team engaged, focused, and motivated while delivering exceptional member experiences. You’ll run call campaigns linked to engagement and milestone goals, track performance closely, and ensure that quality outcomes are achieved alongside ambitious performance targets.
• You’ll be hands‑on in coaching, developing, and recognising your team, ensuring that achievements are celebrated, personal growth is supported, and team wellbeing is always prioritised.
• **Note:** This is a 12-month fixed-term contract (FTC) with the option to extend
• 🛠️ What You’ll Be Doing
• - 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** – ensuring conversations meet standards of empathy, clarity, and compliance.
• - **Conversions** – driving successful outcomes from engagement calls.
• - **Call Completion** – ensuring agreed volumes of calls are made and completed effectively.
• - 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.

Customer Support Calls Manager – 12 Months FTC

Director

• Develop and implement a best-in-class onboarding strategy that aligns with company objectives and customer success metrics
• Identify and refine onboarding workflows to increase efficiency, reduce time-to-value, and improve customer experience
• Work closely with Sales, Product, Customer Success, and Support teams to ensure seamless customer transitions and alignment on goals
• Design scalable, yet tailored onboarding programs for different customer segments, ensuring proactive engagement and early adoption of key features
• Leverage automation and technology to scale onboarding efforts while maintaining a personalized touch
• Establish and monitor key performance indicators (KPIs) such as time-to-value, activation rates, and customer satisfaction
• Recruit, mentor, and develop a high-performing onboarding team, fostering a culture of excellence and continuous improvement
• Gather feedback from new customers to identify pain points and drive improvements in the onboarding experience

Head of Onboarding – Director/VP level

• Supporting our members via email and over the phone throughout their Second Nature journey
• Handle complex, sensitive, and escalated queries with confidence, sound judgement, and genuine care
• Spot patterns and trends in member feedback and proactively surface insights that can improve our product, processes, or member experience
• Contribute to operational improvements, identifying inefficiencies, flagging gaps, and helping build better ways of working
• Support the onboarding and development of newer team members, sharing knowledge and raising the standard across the team
• Collaborate cross-functionally with teams including clinical, product, and operations to resolve issues and close feedback loops

Customer Support Specialist

Revenue Operations

• Develop, maintain, and automate key operational and performance reports, dashboards, and metrics (e.g., pipeline generation, sales cycle length, conversion rates, customer retention, GTM ROI).
• Conduct deep-dive analysis on GTM performance to identify trends, opportunities, and risks.
• Translate complex data insights into clear, actionable recommendations for GTM leadership.
• Monitor and track the health of the sales and marketing funnels, highlighting bottlenecks and areas for optimization.
• Assist in forecasting and planning processes by providing historical data analysis and performance insights.
• Support the optimization and documentation of key Revenue Operations processes to improve efficiency and data quality.
• Collaborate with the RevOps and GTM Systems team to ensure data integrity within our CRM (e.g., Salesforce) and other GTM systems.
• Partner with Sales, Marketing, and Customer Success teams to understand their reporting needs and provide customized, ad-hoc analyses.
• Collaborate with the Enablement team on training materials and provide guidance to GTM teams on how to effectively use reporting tools and dashboards.
• Serve as a trusted advisor to functional leaders by providing objective, data-driven insights.

RevOps Analyst

Insurance

• Team Leadership & Development
• Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback.
• Build a culture of accountability, empathy, and continuous improvement within the team.
• Design and maintain onboarding and training programs that ensure consistent product knowledge, coverage expertise, and service quality.
• Identify growth opportunities for direct reports and create development plans that stretch and retain top talent.
• Insurance Operations Management
• Own day-to-day operations of the Second Nature Insurance program, ensuring SLAs are met across all claim and inquiry workflows.
• Oversee claims process, documentation, escalation, and resolution processes.
• Serve as the primary escalation point for complex, sensitive, or high-value issues.
• Monitor and report on key operational metrics including claim cycle times, resolution rates, CSAT, and SLA adherence.
• Vendor & Cross-Functional Collaboration
• Manage relationships with third-party insurance partners, ensuring contractual obligations and service standards are consistently upheld.
• Collaborate with Product, Operations, Legal, and Vendor Management teams on program enhancements, compliance requirements, and new initiatives.
• Partner with leadership team to align insurance strategy with company-wide CX goals.
• Process Improvement & Compliance
• Identify systemic trends in claims data and customer feedback to proactively surface opportunities for product or process improvement.
• Design, document, and continuously refine SOPs for claims handling and customer communications alongside the QA and Training team.
• Champion tooling, automation, and data to increase team efficiency without sacrificing service quality.
• Ensure all customer interactions and claim details are accurately documented to support audit and compliance readiness.
• Customer & Stakeholder Experience
• Ensure residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process.
• Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders.
• Represent the Insurance Program in leadership discussions with data-driven insights and recommendations.

Senior Manager, Insurance Program

• Own readiness visibility and operational accountability across every product and feature launch at Second Nature.
• Own and maintain the Launch Calendar as the authoritative record for all active and upcoming launches.
• Facilitate the biweekly Launch Tiering Meeting with the Heads of Product Marketing, Enablement, and Product Management.
• Ensure the launch process is clearly run for every launch to ensure plans are activated.
• Track org-wide readiness across all functional teams and escalate blockers before they become launch risks.
• Provide executive leadership and company-wide visibility and reporting on launch status and risks.
• Drive launch retrospectives and own the feedback loop that continuously improves how Second Nature launches.

Director of Launch Management

Manager

• Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback.
• Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle.
• Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV.
• Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency.
• Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks.
• Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices.
• Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues.
• Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live.
• Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience.
• Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements.
• Encourage operational ownership, accountability, and continuous improvement across the Technical Implementations team.
• Stay visible, accessible, and empathetic - especially during periods of ambiguity or rapid growth - helping your team navigate change with confidence and clarity.

Manager, Technical Implementations

Technical Project Manager

• Lead discovery sessions and stakeholder interviews to surface business requirements, integration needs, pain points, and success criteria.
• Deliver product demos tailored to client use cases. Translate technical features into business value for non-technical stakeholders.
• Design technically feasible, scalable solutions built on our product capabilities and integrations. Architect system setups, data flows, custom mapping, and API integrations.
• Act as the technical point of contact across the Sales → Implementation → CS handoff.
• Validate feasibility, scope integration, identify gaps early, and guide technical expectations.
• Produce clear, detailed technical proposals, system design docs, integration blueprints, and handoff documentation to support both client and internal teams.
• Perform system validation, verification, and QA before go-live.
• Train internal (IMs, CS, Support) and client teams on system usage, integration flows, and configuration capabilities.
• Build training materials, playbooks, and best practices.
• Partner with Sales, Product, Engineering, Customer Success, and Support to align on deliverables and technical constraints. Serve as escalation lead for technical issues during implementation.
• After go-live, monitor system performance, identify technical issues or optimization opportunities, and lead remediation or iteration efforts.

Technical Implementation Manager

Operations

• Partner with the leadership team to define and operationalize company strategy. Translate priorities into clear plans, metrics, and accountability across teams.
• Design and execute the roadmap to scale by 10x without a linear increase in headcount. Build systems and processes that scale efficiently with increasing complexity and volume.
• Identify and implement automation and AI solutions across the customer lifecycle. Apply LLMs, RPA, and workflow automation to reduce manual intervention, improve quality, and accelerate velocity.
• Own and reduce Operating Expense as a % of Revenue. Drive measurable improvements in gross margin by optimizing resource allocation and technical leverage.
• Overhaul key processes to improve speed, accuracy, and reliability. Elevate onboarding, success and support functions through intuitive, tech-enabled experiences.
• Partner closely with Product and Engineering to ensure the "voice of operations" informs the roadmap. Drive the development of internal tools and self-service capabilities that unlock scale.

SVP Operations

Accounts Receivable

• Own day-to-day management of assigned accounts, including both Autopay and non-Autopay collections efforts
• Execute consistent follow-ups, manage payment commitments, and drive timely resolution of past due balances
• Monitor aging reports, prioritize high-risk accounts, and take proactive action to reduce delinquency
• Manage Autopay activity and resolve routine payment issues while maintaining accurate records and escalating complex issues as needed
• Manage collections efforts for accounts not enrolled in Autopay, ensuring consistent outreach and follow-up
• Communicate with customers to resolve outstanding balances through one-time payments or structured payment plans
• Negotiate payment arrangements while maintaining a positive customer experience
• Track and follow up on broken payment commitments and re-engage customers toward resolution
• Identify accounts at risk and take proactive steps to prevent further delinquency
• Partner with internal teams to resolve billing discrepancies impacting payment
• Own the weekly review and monitoring of transactions in Stripe, ensuring accuracy and timely action
• Track Autopay activity, including enrollments, successful payments, and failed transactions
• Proactively identify and resolve common payment issues such as declines or expired payment methods
• Troubleshoot routine payment failures and take action to drive resolution
• Process refunds, reversals, and basic account adjustments in line with established guidelines
• Keep detailed and accurate records of all payment activity and updates