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- Tasks: Own and evolve the knowledge 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 and customer care innovation.
- Qualifications: Experience in customer care and managing knowledge bases is essential.
- Other info: Great career growth opportunities in a dynamic, inclusive environment.
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 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.
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.
- % - Discount on Numan products for your friends and family.
- 🤲 - Paid volunteering days.
- 📅 - An additional 2 weeks off once you reach your 5th anniversary with Numan.
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.
Customer Care Knowledge Base Coordinator employer: Numan
Contact Detail:
Numan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Knowledge Base Coordinator
✨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
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 that you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Care Knowledge Base Coordinator
Some tips for your application 🫡
Show Your Passion for Customer Care: When writing your application, let us see your enthusiasm for customer care! Share specific examples of how you've made a difference in previous roles, especially if you've worked with knowledge bases or AI tools.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. Use keywords from the job description, like 'AI-first mindset' and 'customer care', to show that you understand what we're looking for.
Be Clear and Concise: We appreciate clarity! Keep your application straightforward and to the point. Avoid jargon unless it's relevant, and make sure your key achievements stand out. We want to see your skills shine!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at Numan!
How to prepare for a job interview at Numan
✨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 Customer Care Knowledge Base Coordinator fits into that vision. This will show your genuine interest and alignment with the company.
✨Showcase Your Experience
Be ready to discuss your previous experience in customer care, especially if you've managed a knowledge base or worked with AI tools. Prepare specific examples of how you've improved processes or resolved issues, as this will demonstrate your capability to own and evolve Numan's knowledge systems.
✨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 have with automation workflows or AI agents, and express your excitement about improving these systems at Numan.
✨Prepare for a Fast-Paced Environment
Numan is evolving rapidly, so be prepared to discuss how you thrive in dynamic settings. Share examples of how you've adapted to change in previous roles and how you can contribute to the hybrid human + AI operation that Numan is developing.
