Second Nature

Customer Support Manager

Second Nature

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • 🛠️ What You’ll Be Doing
  • - 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.

Requirements

  • ✅ What We’re Looking For
  • - 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.
Benefits
  • 💼 What We Offer
  • - An exciting job at a health-tech startup. You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis
  • - A competitive salary, alongside share options in a growing and profitable health-tech company
  • - 25 days holiday plus national holidays
  • - 2 days/week in our London office (for most core roles)
  • - 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service managementservice process improvementdata analysiscustomer feedback reportingservice delivery managementcompliance management
Soft Skills
leadershipcommunicationcoachingorganizational skillsproblem-solvingresiliencecustomer-first mindset