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For Companies At a Glance
- 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: Share options, 25 days holiday, and a supportive work culture.
- 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 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 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
Customer Care Knowledge Base Coordinator in London employer: Numan
Contact Detail:
Numan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Knowledge Base Coordinator in London
✨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 insider info that could make your application stand out.
✨Tip Number 2
Prepare for interviews by diving deep into Numan’s mission and values. Show us how your experience aligns with our patient-first approach and how you can contribute to our evolving Customer Care landscape.
✨Tip Number 3
Don’t just wait for job postings! Keep an eye on our website and apply directly. We love proactive candidates who take the initiative to express their interest in joining our team.
✨Tip Number 4
Practice makes perfect! Mock interviews with friends or mentors can help you refine your answers and boost your confidence. Focus on your AI experience and how it can enhance our Customer Care operations.
We think you need these skills to ace Customer Care Knowledge Base Coordinator in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Knowledge Base Coordinator role. Highlight your experience with knowledge bases and AI tools, and show us how you embody our values like 'Patients first' and 'Succeed together'.
Showcase Your Experience: We want to see your hands-on experience in Customer Care, especially if you've managed a knowledge base or worked with AI-powered support tools. Share specific examples that demonstrate your skills and achievements in these areas.
Be Authentic: Let your personality shine through in your application! We value authenticity and want to know what excites you about this role and how you can contribute to our mission of transforming health.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it reaches the right people quickly!
How to prepare for a job interview at Numan
✨Know Your Stuff
Make sure you’re well-versed in Numan’s mission and values. Understand how the Customer Care Knowledge Base Coordinator role fits into their vision of empowering people to take control of their health. Familiarise yourself with their platform and the tools they use, especially if you have experience with Intercom or similar systems.
✨Showcase Your Experience
Be ready to discuss your previous roles in Customer Care, particularly any supervisory or team lead positions. Highlight specific examples where you’ve managed a knowledge base or worked with AI-powered support tools. This will demonstrate your hands-on experience and how it aligns with what Numan is looking for.
✨Emphasise Your Analytical Skills
Since this role involves driving improvements in automation and resolution rates, be prepared to talk about your analytical mindset. Share examples of how you’ve used data to make decisions or improve processes in past roles. This will show that you’re not just detail-oriented but also proactive in optimising systems.
✨Be Ready for Change
Numan operates in a fast-moving environment, so it’s crucial to convey your adaptability. Discuss times when you’ve thrived in dynamic settings or successfully navigated change. This will reassure them that you can handle the evolving nature of the role and contribute positively to their hybrid human + AI operation.
