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Join a dynamic healthcare team reinventing medical consultations with cutting-edge AI tools in the role of Customer Care Knowledge Manager at Numan.
Overview
Salary
No salary declared 😔
Location
London, UK - Hybrid
Expires
Expires at anytime
Numan, a transformative player in the healthcare sector, offers a unique opportunity to join its team as a Customer Care Knowledge Manager. Established in 2018, Numan harnesses the power of AI and digital platforms to lend a robust suite of health tools to individuals in their quest for optimal health.
Role Summary:
- Lead and enhance knowledge and AI systems for customer care experiences.
- Collaborate with Customer Care, Product, and Platform teams.
- Own and manage the Customer Care knowledge for human agents and AI tools.
- Drive automation, improve resolution rates and enhance agent efficiency.
- Audit and optimise AI and agent responses.
Role Requirements:
- Experience as a Supervisor or Team Lead in Customer Care.
- Management of knowledge base or support platform.
- Experience with AI-powered support tools.
- Understanding of automation and integrations.
- Detail-oriented with a patient-first approach.
Application Process Details:
- Submit your application highlighting relevant skills, experience and motivation.
- Join Numan and enjoy benefits like comprehensive insurance, generous pension, flexible work options and personal training budget.
About Numan Founded in 2018, Numan has grown to a team of over 300 members globally, united by the mission to empower individuals to take control of their health. We are transforming healthcare by integrating diagnostics, medication, supplements, digital programs, and doctor consultations. Our platform provides the necessary tools for people to maximize their life quality.
The Role We are seeking a Customer Care Knowledge Manager to lead and enhance the knowledge and AI systems that support Numan's Customer Care experience. This strategic role involves significant ownership and collaboration across Customer Care, Product, and Platform teams, offering pathways into future leadership roles in AI & Automation or Platform Management.
As the sole owner of Customer Care knowledge, you will ensure that both human agents and AI tools have access to accurate, current, and compliant information. You will drive automation, improve resolution rates, and enhance agent efficiency through a continuous AI improvement cycle of Analyzing, Training, Testing, and Deploying. Additionally, you will audit AI responses to maintain safety and patient trust and optimize tools to support quality agent responses.
Job Requirements Ideal candidates will have experience in Customer Care, preferably as a Supervisor or Team Lead, and have managed a knowledge base or support platform. Experience with AI-powered support tools and an understanding of automation and integrations are crucial. A detail-oriented, patient-first approach and a commitment to quality and safety are essential.
Benefits Numan offers a comprehensive benefits package including share options, 25 days holiday (increasing with tenure), health insurance, enhanced maternity and parental leave, nursery benefits, an employee assistance program, generous pension contributions, flexible working options, and more. Employees also receive a personal training budget and can participate in a cycle to work scheme and have access to a wide range of wellness facilities.
Diversity at Numan We value the unique perspectives and experiences that individuals from all backgrounds bring to our team. We are committed to equal opportunities and strive to create a workplace where everyone feels respected, heard, and valued. Embracing diversity is not only our goal but our strength, driving us towards a more inclusive future.
