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- Tasks: Lead the evolution of knowledge and AI systems for Numan's Customer Care experience.
- Company: Join a fast-growing health tech company transforming patient care.
- Benefits: Enjoy flexible working, health insurance, share options, and generous holiday.
- Why this job: Be at the forefront of AI innovation in customer care and make a real impact.
- Qualifications: Experience in customer care and managing knowledge bases; AI tools experience is a plus.
- Other info: Dynamic environment with opportunities for career growth in AI and platform management.
The predicted salary is between 36000 - 60000 £ per year.
About Numan Founded in 2018, we’ve already grown to be a 300+ team distributed across the globe, united by a singular mission: empowering people to take control of their health. Numan is transforming health: we’ve built a cutting‑edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life. To deliver on our transformative mission, we are guided by our 5 company values: Patients first, Learn fast, Own the quality, Succeed together, Care deeply. Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!
The Role We’re looking for a Customer Care Knowledge Manager to own and evolve the knowledge and AI systems that power Numan’s Customer Care experience. This role is critical to scaling safely and efficiently. You’ll ensure that both our human agents and AI tools are always working from accurate, up‑to‑date, and structured knowledge. This is a strategic individual contributor role at Team Lead level, with significant ownership across Customer Care, Product, and Platform teams. Longer term, this role opens pathways into Platform Management, AI & Automation leadership, or Head of AI roles as the function continues to grow.
Customer Care at Numan is rapidly evolving from a traditional agent‑led model into a hybrid human + AI operation. This role is central to that evolution. You’ll be:
- The single owner of Customer Care knowledge across internal tools, public Help Centre, and AI systems.
- Ensuring agents and AI always have access to accurate, current, and compliant information.
- Driving improvements in automation, resolution rates, and agent efficiency.
- Leading the AI improvement cycle: Analyse → Train → Test → Deploy.
- Auditing and quality‑checking AI responses to maintain safety and patient trust.
- Optimising tools like Fin Copilot to support faster, higher‑quality agent responses.
- Keeping macros and snippets clean, relevant, and effective.
- Working cross‑functionally to support new AI capabilities and system integrations.
- Operating comfortably in a fast‑moving environment where knowledge and priorities evolve daily.
We’re looking for someone who:
- Has experience in Customer Care, ideally as a Supervisor or Team Lead.
- Has owned or managed a knowledge base, help centre, or support platform (Intercom preferred; Zendesk, HubSpot, or similar also welcome).
- Has hands‑on experience with AI‑powered support tools (AI agents, copilots, automation workflows).
- Brings an AI‑first mindset — curious, analytical, and excited about improving systems.
- Understands how automation and integrations work (API awareness is a strong plus).
- Is comfortable owning a high‑impact, high‑visibility function.
- Thrives in a scale‑up environment where pace and change are constants.
- Is detail‑oriented, patient‑first, and committed to quality and safety.
- Interest in the future of AI, automation, and platform ownership within Customer Care.
It’s a bonus if you have:
- Experience in healthcare, regulated, or compliance‑led environments.
- Exposure to API‑based integrations or system‑to‑system automation.
- Experience scaling or optimising AI resolution rates in a Customer Care setting.
- Background in a startup or scale‑up environment.
- Familiarity with knowledge governance, audits, or quality frameworks.
- Experience supporting or mentoring agents on AI adoption.
Our benefits include...
- 📈 Share options.
- 🏖 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
- 🩺 Health insurance with Vitality.
- 🧸 Enhanced maternity and parental leave.
- 🐥 Nursery benefit provided by YellowNest.
- 💼 Employee assistance programme (access to therapy, financial planning and discounts).
- ⚖️ Generous pension (includes both employee and employer contributions).
- 💻 Flexible working options, including a dog‑friendly office in Farringdon.
- 📚 Personal training and development budget via Learnerbly.
- 👟 Wellhub membership, giving you access to over 2,000 locations in the UK.
- 🚲 Cycle to work scheme.
- 🚆 Season ticket loan.
- 📅 An additional 2 weeks off once you reach your 5th anniversary with Numan.
- 🤲 Paid volunteering days.
- % Discount on Numan products for your friends and family.
Diversity at Numan At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring. We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued. Embracing diversity isn’t just our goal; it’s our strength, driving us towards a more inclusive future.
Knowledge & Automation Manager employer: Numan Operations Limited
Contact Detail:
Numan Operations Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge & Automation Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Numan. A friendly chat can open doors and give you insights that a job description can't.
✨Tip Number 2
Prepare for the interview by understanding Numan's mission and values. Show us how your experience aligns with 'Patients first' and 'Succeed together'. It’s all about connecting your story to ours!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are talking about your skills and experiences, the better you'll shine during the real deal.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows us you’re genuinely interested in being part of the Numan team.
We think you need these skills to ace Knowledge & Automation Manager
Some tips for your application 🫡
Show Your Passion for Health: When writing your application, let your enthusiasm for health and wellness shine through. We want to see how you connect with our mission of empowering people to take control of their health.
Highlight Relevant Experience: Make sure to showcase any experience you have in Customer Care or managing knowledge bases. We’re looking for someone who can hit the ground running, so don’t hold back on those details!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, especially when it comes to your skills and experiences. Remember, we’re all about efficiency here at Numan!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Numan Operations Limited
✨Know the Company Values
Before your interview, take some time to really understand Numan's core values: Patients first, Learn fast, Own the quality, Succeed together, and Care deeply. Think about how your experiences align with these values and be ready to share specific examples that demonstrate your commitment to them.
✨Showcase Your AI Knowledge
Since this role involves working with AI systems, make sure you brush up on your knowledge of AI-powered support tools. Be prepared to discuss any hands-on experience you've had with automation workflows or AI agents, and think of ways you can contribute to improving these systems at Numan.
✨Prepare for Cross-Functional Collaboration
This position requires working closely with various teams, so highlight your experience in cross-functional collaboration. Prepare examples of how you've successfully worked with different departments in the past, especially in fast-paced environments, to drive improvements and achieve common goals.
✨Demonstrate Your Detail Orientation
As a Knowledge & Automation Manager, attention to detail is crucial. Be ready to discuss how you've maintained high standards in previous roles, particularly in managing knowledge bases or ensuring compliance. Share specific instances where your meticulous approach led to improved outcomes.
