Customer Support Specialist

Second Nature

Customer Support Specialist improving member experience at a digital health company helping battle chronic lifestyle diseases. Engaging with members to resolve issues and improve product offerings.

Posted 5/12/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

You have experience in a customer-facing role and are comfortable working in fast-moving, evolving environments with changing priorities
You are adaptable, quick to learn new systems and tools
You are naturally curious and seek to understand root causes, not just resolve individual tickets
You are proactive and operationally minded, always looking for ways to improve processes and reduce friction
You bring sharp, structured thinking to complex problems and can communicate clearly under pressure
You take full ownership of complex issues and can manage them end-to-end with strong judgement and minimal oversight
You are confident in handling sensitive and escalated conversations with professionalism and empathy
You are highly organised, able to manage high volumes of work without compromising quality or attention to detail
You are comfortable working cross-functionally with Product, Operations, and other teams to drive resolution and long-term fixes
You communicate clearly, professionally, and empathetically across written and verbal channels, including sensitive or escalated situations

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

customer-facing experienceadaptabilitycuriosityproactivitystructured thinkingownershipprofessionalismempathyorganizational skillscommunication