Customer Support Calls Manager

About Second Nature

Were 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.

• Weve positively changed the lives of over 250000 people
• Were rated Excellent by over 7k of our members on Trustpilot
• Were growing extremely quickly & are now a profitable business
• Were one of the few consumer health brands that are commissioned by the NHS and leading health insurer Vitality Health
• Were 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 Calls Manager

Were looking for a highenergy motivational Customer Support Calls Manager to lead our team of 1015 remote customer support associates.

This role is all about balancing performance and quality: keeping the team engaged focused and motivated while delivering exceptional member experiences. Youll run call campaigns linked to engagement and milestone goals track performance closely and ensure that quality outcomes are achieved alongside ambitious performance targets.

Youll be handson in coaching developing and recognising your team ensuring that achievements are celebrated personal growth is supported and team wellbeing is always prioritised.

What Youll Be Doing

• Lead coach and motivate a team of 1015 fully remote calls agents ensuring high levels of engagement and consistent performance.
• Manage call campaigns focused on engagement and milestones ensuring successful delivery against targets.
• Build a positive highenergy team culture to keep agents motivated in a highvolume and often repetitive environment.
• Monitor team KPIs focusing on:
• Call Quality ensuring conversations meet standards of empathy clarity and compliance.
• Conversions driving successful outcomes from engagement calls.
• Call Completion ensuring agreed volumes of calls are made and completed effectively.
• Partner with the Quality Monitoring Specialist to review performance identify trends and introduce training or process changes.
• Provide constructive coaching and feedback supporting both individual growth and teamwide development.
• Hold regular 1:1s personal development sessions and team meetings to maintain alignment and motivation.
• Drive continuous improvement by introducing new processes workflows and best practices to boost both efficiency and quality.
• Act as a point of escalation for complex queries and safeguarding cases.

What Were Looking For

• Experience managing small to mediumsized customer support teams ideally remote and in a fastpaced environment.
• Proven ability to coach inspire and motivate teams to consistently achieve quality and conversion targets.
• Excellent written and verbal communication skills able to energise your team and communicate clearly with stakeholders.
• Confident with customer service software (Intercom experience a plus) and Google Suite (especially Sheets).
• Strong analytical skills with experience using data and reporting to make decisions and identify opportunities.
• Highly organised with strong prioritisation and project management skills; able to juggle multiple campaigns and initiatives.
• A proactive problemsolver with excellent attention to detail and tenacity when uncovering issues and implementing solutions.
• Resilient under pressure and motivated by achieving ambitious goals.

What We Offer

• An exciting job at a health-tech startup. Youll be able to see first-hand the impact that we have on improving thousands of peoples lives and tackling the type 2 diabetes and obesity epidemic on a daily basis

• A competitive salary alongside share options in a growing and profitable health-tech company
• 25 days holiday plus national holidays
• 2 days/week in our London office (for most core roles)
• 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

Required Experience:

Manager