Location
London

Hours
Full Time

Salary
£40,000–£45,000 depending on experience

About the Role
Second Nature is on a mission to help people take control of their health by combining behavioural science, technology, and exceptional people. Our digital habit change programme supports lifestyle improvement, weight loss, and reduces risks of chronic diseases such as type 2 diabetes. We have positively impacted over 250,000 people, are rated 'Excellent' by over 7,000 members on Trustpilot, and are a fast-growing, profitable business. We are commissioned by the NHS and Vitality Health and are one of the few NICE-approved providers of GLP-1 medication-assisted weight loss programmes within the NHS.

We are seeking a Customer Support Manager to lead our frontline support team, ensuring consistently excellent service. This role combines people leadership with operational management, including performance oversight, process improvement, and problem solving. You will manage support across NHS contracts, B2C customers, and multiple products, balancing competing priorities and bringing structure to a busy environment.

Key responsibilities include leading and developing the Customer Support team to foster a positive, motivated culture; managing day-to-day service delivery including rotas, performance, quality, and capacity; overseeing customer contact campaigns aligned with engagement goals; maintaining clear processes and knowledge resources; using data and feedback to identify and resolve recurring issues; collaborating with Product, Operations, and Tech teams to address issues and share customer insights; supporting the rollout of new products and services; and acting as an escalation point for complex customer issues, safeguarding concerns, and formal complaints while meeting NHS, partner, and B2C service requirements.

Experience
- Proven experience managing a customer-facing team, ideally in a busy, fast-paced service environment.
- Experience managing frontline or junior teams is advantageous.
- Comfortable working with KPIs and performance data to drive efficiency and improvements.
- Experience working with NHS or partner contracts and compliance-driven processes is a plus.
- Familiarity with Google Workspace; experience with Intercom or similar customer service software is beneficial.

About You
- A natural problem solver who uses data and insight to understand issues and improve performance.
- Strong people leadership skills with the ability to coach, motivate, and hold a team accountable.
- Organised and operationally minded, able to manage competing priorities and daily team performance.
- Practical and solution-focused, confident in making decisions and resolving problems quickly.
- Curious and proactive, willing to explore new tools, approaches, and technologies to find better ways of working.
- Customer-focused with strong written and verbal communication skills, comfortable engaging with both customers and internal stakeholders.

Qualifications
- No specific qualifications required; emphasis is on relevant experience, leadership skills, and a customer-centric approach.