Customer Support Manager

Who you are

• Experience managing a customer-facing team, ideally in a busy, fast-paced service environment. Experience managing frontline or junior teams is a plus
• A natural problem solver with data at the front of your thinking. You instinctively reach for the numbers to understand what's really going on, create your own view when the reporting doesn't exist, and use insight to drive efficiency and improve performance
• Strong people leadership skills, with the ability to coach, motivate and hold a team accountable for performance and quality
• Organised and operationally minded, with the ability to manage competing priorities and day-to-day team performance
• A practical, solution-focused approach, with the confidence to think on your feet, create structure and resolve problems as they arise
• Curious and proactive, with the confidence to explore new tools, approaches and technologies, test ideas and find better ways of working, even when there isn't an obvious playbook
• Customer-focused, with the ability to use feedback, data and reporting to identify issues and improve the service
• Strong written and verbal communication skills, comfortable working with both customers and internal stakeholders
• Experience working with NHS or partner contracts is a plus, alongside comfort with compliance-driven processes
• Familiarity with Google Workspace; experience with Intercom or similar customer service software is a plus

What the job involves

• We're seeking a Customer Service Manager to lead our frontline support function and ensure consistently excellent service
• The role combines people leadership with a strong operational focus: managing performance and ways of working, while identifying improvements and solving problems as they arise
• While the immediate focus is on Customer Support, there is scope for the role to evolve as the team and wider business develop
• With responsibility across NHS contracts, B2C customers and multiple products, the role requires someone who can balance competing priorities and bring structure and consistency to a busy environment
• Experience managing a customer-facing team is important, alongside confidence working with KPIs, supporting team development and getting into the detail when needed
• We're looking for an organised, practical leader who can make good decisions, respond quickly when things change and help the team work effectively without losing sight of the customer
• Lead and develop the Customer Support team, creating a positive culture where people feel supported, motivated and able to grow
• Manage day-to-day service delivery, including rotas, performance, quality and capacity, ensuring the team meets its goals while maintaining a high standard of customer experience
• Run and oversee customer contact campaigns linked to engagement and milestone goals, using performance data to keep the team focused and on track
• Maintain clear, effective processes and knowledge resources so the team can work consistently across multiple products, services and customer groups
• Use data, customer feedback and team insight to identify recurring issues and improve how we work
• Work with teams across Second Nature, including Product, Ops and Tech, to resolve issues and feed customer insights back into the wider business
• Support the rollout of new products, processes and services, making sure the team is prepared and equipped to deliver them effectively
• Act as a point of escalation for complex customer issues, safeguarding concerns and formal complaints, while ensuring the requirements of our NHS, partner and B2C services are met

Benefits

• Competitive salary
• Share options in a growing and profitable health-tech company
• 25 days holiday plus national holidays
• Hybrid working: 2 days/week in our London office
• 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