HiringCafe
Posted 1d ago

Customer Support Specialist

@ Second Nature
View All Jobs
United Kingdom
RemoteFull Time
Responsibilities:support members, handle escalated, surface insights
Requirements Summary:Customer-facing experience; adaptable, proactive, curious; strong communication; capable of handling escalations; highly organized; cross-functional collaboration.
Save
Mark Applied
Hide Job
Report & Hide
Job Description

📍 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: Customer Support Specialist

We are looking to bring on a Customer Support Specialist to help us continue to raise the bar on member experience at Second Nature.

This is a specialist customer support role for someone who doesn't just respond to problems, but also thinks about why they're happening, what patterns they reveal, and how things could work better. You'll be a key voice in how we evolve our support function.

The role primarily entails:

  • Supporting our members via email and over the phone throughout their Second Nature journey
  • Handle complex, sensitive, and escalated queries with confidence, sound judgement, and genuine care
  • Spot patterns and trends in member feedback and proactively surface insights that can improve our product, processes, or member experience
  • Contribute to operational improvements, identifying inefficiencies, flagging gaps, and helping build better ways of working
  • Support the onboarding and development of newer team members, sharing knowledge and raising the standard across the team
  • Collaborate cross-functionally with teams including clinical, product, and operations to resolve issues and close feedback loops

This is a fast-paced, operational role where no two days are the same. You will speak to people from a wide range of backgrounds and health journeys, while developing a strong understanding of our programme, systems, and common member challenges.