Second Nature

Customer Support Associate

Second Nature

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • - Supporting our members via email and over the phone throughout their Second Nature journey
  • - Take full ownership of member queries from first contact through to resolution
  • - Problem-solve both simple and complex queries in a clear, structured, and timely manner
  • - Deliver excellent customer satisfaction by balancing empathy with efficiency
  • - Handle sensitive or challenging conversations with care, escalating when appropriate

Requirements

  • - You thrive in a fast-paced, task-oriented environment and take pride in getting things done efficiently
  • - You are comfortable working towards targets and continuously improving your performance
  • - You are highly organised, detail-oriented, and able to manage a high volume of work without compromising quality
  • - You are curious and proactively seek to understand root causes to improve the customer experience
  • - You enjoy communicating with people and are motivated by solving problems
  • - You are confident handling sensitive or challenging conversations with professionalism and empathy
  • - You are a clear and effective communicator across written and phone-based channels
  • - You are adaptable and able to quickly learn new systems, tools, and processes
  • - You balance empathy with efficiency, making sound judgement calls when supporting members
Benefits
  • - 25 days holiday plus bank holidays
  • - Private health insurance (Bupa) after 1 year, with options to extend cover over time
  • - Remote-first working, with flexibility to work abroad for up to 4 weeks (within a 2-hour UK time zone)
  • - £200 annual professional development budget, with additional support for role-specific training
  • - Salary sacrifice and Cycle to Work schemes
  • - Quarterly in-person socials and company meet-ups
Applicant Tracking System Keywords

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

Soft Skills
problem-solvingcustomer satisfactionempathyefficiencyorganizational skillsdetail-orientedcommunicationadaptabilityprofessionalismjudgment