Customer Support Manager

📍 About Second Nature We’re here to help people take control of their health. By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all. Our digital habit change programme, delivered digitally through mobile and web apps – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes. We've positively changed the lives of over 250,000 people. We're rated 'Excellent' by over 7k of our members on Trustpilot. We're growing extremely quickly & are now a profitable business. We're one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health. We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future. Our team members stay with us for an average of 4.3 years.

🎯 The Role: We're seeking a Customer Service Manager with a strong customer-focused background to lead our Customer Support team and deliver consistently excellent service experiences. This role requires both people leadership and a commitment to service quality. You'll support your team day-to-day, maintain clear and effective ways of working, and ensure customers receive a responsive, empathetic, and high-quality service. With responsibility across NHS contracts, B2C customers, and multiple products, you'll bring clarity and consistency to everything the team does. You'll be both a people-first leader and a hands-on contributor, supporting your team to resolve issues effectively and uphold high service standards.

🛠️ 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.

✅ 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.

💼 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.