Customer Support Calls Manager

Second Nature

. Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance.

Posted 7/21/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing remote customer support teams, focusing on coaching, motivation, and performance management. Proficient in utilizing data analytics for decision-making and driving continuous improvement in call quality and conversion rates.

Highest-signal resume keywords

Team LeadershipCoaching and DevelopmentData AnalysisCustomer Service Software ProficiencyProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Quality ManagementConversion Rate OptimizationKPI MonitoringData ReportingProcess Improvement

Soft Skills

CommunicationMotivationProblem-SolvingAttention to DetailResilience

Tools & Technologies

IntercomRingoverGoogle Suite

Industry Keywords

Customer SupportRemote Team ManagementHigh-Volume EnvironmentEngagement Campaigns

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

✅ What We’re Looking For
- Experience managing small to medium‑sized customer support teams, ideally remote and in a fast‑paced environment.
- Proven ability to coach, inspire, and motivate teams to consistently achieve **quality and conversion targets**.
- Excellent written and verbal communication skills — able to energise your team and communicate clearly with stakeholders.
- Confident with customer service software (Intercom and Ringover experience a plus) and Google Suite (especially Sheets).
- Strong analytical skills with experience using data and reporting to make decisions and identify opportunities.
- Highly organised with strong prioritisation and project management skills; able to juggle multiple campaigns and initiatives.
- A proactive problem‑solver with excellent attention to detail and tenacity when uncovering issues and implementing solutions.
- Resilient under pressure and motivated by achieving ambitious goals.

Benefits

Comp & perks

💼 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
- Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
- Quarterly in-person socials and company meet-ups
- A friendly, mission-driven team where your work really matters