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For Companies At a Glance
- Tasks: Own and evolve knowledge systems for Numan's Customer Care, ensuring accuracy and efficiency.
- Company: Join a fast-growing health tech company transforming patient care globally.
- Benefits: Share options, 25 days holiday plus bank holidays, increasing with tenure.
- Why this job: Be at the forefront of AI and customer care innovation, making a real impact.
- Qualifications: Experience in Customer Care management and familiarity with AI tools required.
- Other info: Dynamic scale-up environment with opportunities for career growth in AI and platform management.
The predicted salary is between 36000 - 60000 ÂŁ 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).
Knowledge Manager employer: Numan Operations Limited
Contact Detail:
Numan Operations Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Knowledge 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 just can't.
✨Tip Number 2
Show off your skills in action! If you’ve got experience with AI tools or knowledge management, consider creating a mini-project or presentation to showcase your expertise when you get the chance.
✨Tip Number 3
Prepare for the interview by diving deep into Numan’s mission and values. Think about how your experience aligns with 'Patients first' and 'Succeed together'—it’ll show you’re a great fit for the team!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our mission.
We think you need these skills to ace Knowledge Manager
Some tips for your application 🫡
Show Your Passion for Health: When writing your application, let your enthusiasm for health and patient care 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, especially if you've managed a knowledge base or worked with AI tools. We’re looking for someone who can hit the ground running, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. Remember, we’re all about efficiency here at Numan!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at Numan Operations Limited
✨Know Numan Inside Out
Before your interview, dive deep into Numan's mission and values. Understand how they empower people to take control of their health and how your role as a Knowledge Manager fits into that vision. This will show your genuine interest and help you align your answers with their goals.
✨Showcase Your Experience
Be ready to discuss your previous experience in Customer Care, especially if you've managed knowledge bases or AI tools. Prepare specific examples of how you've improved processes or resolved issues, as this will demonstrate your capability to own and evolve the knowledge systems at Numan.
✨Emphasise Your AI Mindset
Since this role involves working with AI-powered support tools, highlight your curiosity and analytical skills regarding AI. Share any hands-on experiences you've had with automation workflows or AI agents, and be prepared to discuss how you can drive improvements in these areas.
✨Prepare for a Fast-Paced Environment
Numan is evolving rapidly, so be ready to discuss how you thrive in dynamic settings. Think of examples where you've successfully adapted to change or managed multiple priorities. This will reassure them that you're comfortable in a scale-up environment and can handle the pace of their operations.
