Customer Support Manager

• 1 year maternity cover (with potential to become full-time)
• Location: hybrid working - UK only
• Hours: Full-time, 40 hours per week

The Company

Obesity has become a global epidemic; in the UK, we spend £9 billion a year alone on diseases like type 2 diabetes (that’s 10% of the NHS budget). What’s shocking is most of this is preventable – through sustained lifestyle and habit change.

Enter 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 a mobile app – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes.

We’re also one of the few consumer health brands that are also actively commissioned by the NHS to help people living with type 2 diabetes and the national weight management service.

You can find out more about working with us here and here.

The role:

We’re looking for a passionate customer support manager to lead a team of support agents to deliver an incredible service to our customers

This role is for a manager who prides themselves on building high performing customer support teams. You'll lead a remote team of up to 10-15 customer support agents to ensure we're delivering a world-class customer support experience for our customers. You'll be integral to hiring and building a team of A-players who embody our Second Nature values. To be successful in the role, you'll need to be an excellent people manager who knows how to get the best out of every team member, comfortable managing team performance to KPIs and have an innate curiosity and drive to continuously improve things.

Key areas of responsibility

You'll build and lead a team of customer support agents. You'll assist in the hiring of new customer support agents and champion people's personal development and wellbeing, making sure achievements get recognised and celebrated. In your daily management, you'll ensure that schedules and efficient workflows are in place and priorities clearly set out.

You'll create a culture of high performance in the team. You'll monitor your team's workload and performance, making sure best practice is upheld and targets are met. You'll be the master of our KPIs, challenging ways of working and as a result, empowering the team to consistently meet our targets.

You'll drive continuous improvement. You'll challenge the status quo and adapt and introduce new processes to improve workflows, best practice and performance. You'll know what key issues the team and our customers are facing and you'll be able to effectively report on this and possible solutions to relevant stakeholders.

You'll put in place strong knowledge management and communications to ensure everyone always has the information they need. You'll work with your team members to maintain our extensive internal knowledge base as well as the Help Centre for our customers. You'll also ensure the team is always informed on relevant updates and stays engaged with what we're trying to achieve as a company.

You'll be the go-to person for expert advice and maintain a high standard of support for our customers. You'll develop a full understanding of the product and build relationships with relevant stakeholders. You'll be the point of contact for the team for escalations, safeguarding cases and formal complaints and also handle a number of queries from customers yourself.

Measures of success in this role

• Drive improvement in key customer support metrics:
• First response time
• Customer satisfaction
• Cost to serve
• Reasons for contact
• Consistently and actively engage in 1:1 meetings, personal development sessions and performance reviews with your team members and in turn with your own manager
• Take responsibility for team wellbeing and champion the team's successes
• Consistently demonstrate behaviours and expectations in line with the Second Nature values

Requirements

Skills and Competencies

• You'll be communicating a lot with different members of the team and wider company as well as our customers. You'll therefore need excellent written and verbal communication skills.
• You're a people person. Interacting with people (whether that's our customers or your team) motivates you and gives you energy.
• You'll need strong managerial skills with proven ability to coach team members and build great teams.
• No day is the same and new challenges will arise. You'll need to be able to learn quickly and handle difficult situations with empathy.
• We want to deliver a great service and to do so, you'll require excellent attention to detail and tenacity when uncovering problems and executing solutions.
• You'll have a proven ability to work under pressure and prioritise your tasks as well as set and communicate priorities to the team. You're willing to do anything to get the job done.
• You have a track record of using data and reporting to make decisions. You're able to demonstrate analytical thinking and identify areas of opportunity or ways to improve based on data.
• You'll be able to juggle a number of different responsibilities thanks to exceptional organisational and project management skills.
• You're proactive - whether that's in the way you communicate with your manager and team or when you approach new challenges.

Experience

Required:

• Experience working in a customer support role in a fast-paced environment
• Experience managing small to medium-sized teams, ideally in customer support
• Familiar with customer service software (experience with Intercom is a plus)
• Confident using Google Suite, specifically google sheets

Desired:

• Previous experience working at a start-up, particularly in the health tech sector
• Previous experience of scaling teams
• An interest in healthy living, behavioural science, technology or nutrition

Benefits

• 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 obesity crisis on a daily basis
• You’ll get to work with amazing, friendly, smart colleagues all incredibly passionate about solving the type 2 diabetes epidemic
• We have regular Team socials!
• Supported CPD allowance
• Flexible working