Customer Support Specialist

About Second Nature

We’re 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.

We've positively changed the lives of over 250,000 people. We're rated 'Excellent' by over 7k of our members on Trustpilot. We're growing extremely quickly and are now a profitable business. We're one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health. We're 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 Specialist

We are looking to bring on a Customer Support Specialist to help us continue to raise the bar on member experience at Second Nature. This is a specialist customer support role for someone who doesn't just respond to problems, but also thinks about why they're happening, what patterns they reveal, and how things could work better. You'll be a key voice in how we evolve our support function.

The role primarily entails:

• Supporting our members via email and over the phone throughout their Second Nature journey.
• Handle complex, sensitive, and escalated queries with confidence, sound judgement, and genuine care.
• Spot patterns and trends in member feedback and proactively surface insights that can improve our product, processes, or member experience.
• Contribute to operational improvements, identifying inefficiencies, flagging gaps, and helping build better ways of working.
• Support the onboarding and development of newer team members, sharing knowledge and raising the standard across the team.
• Collaborate cross-functionally with teams including clinical, product, and operations to resolve issues and close feedback loops.

This is a fast-paced, operational role where no two days are the same. You will speak to people from a wide range of backgrounds and health journeys, while developing a strong understanding of our programme, systems, and common member challenges.

Requirements:

• You have experience in a customer-facing role and are comfortable working in fast-moving, evolving environments with changing priorities.
• You are adaptable, quick to learn new systems and tools.
• You are naturally curious and seek to understand root causes, not just resolve individual tickets.
• You are proactive and operationally minded, always looking for ways to improve processes and reduce friction.
• You bring sharp, structured thinking to complex problems and can communicate clearly under pressure.
• You take full ownership of complex issues and can manage them end-to-end with strong judgement and minimal oversight.
• You are confident in handling sensitive and escalated conversations with professionalism and empathy.
• You are highly organised, able to manage high volumes of work without compromising quality or attention to detail.
• You are comfortable working cross-functionally with Product, Operations, and other teams to drive resolution and long-term fixes.
• You communicate clearly, professionally, and empathetically across written and verbal channels, including sensitive or escalated situations.

Benefits:

• 25 days holiday plus bank holidays.
• Private health insurance (Bupa) after 1 year, with options to extend cover over time.
• Remote-first working, with flexibility to work abroad for up to 4 weeks (within a 2-hour UK time zone).
• £200 annual professional development budget, with additional support for role-specific training.
• Salary sacrifice and Cycle to Work schemes.
• Quarterly in-person socials and company meet-ups.

You will also be part of a mission-driven team, where your work has a direct impact on improving people’s health and tackling obesity and type 2 diabetes at scale. Please note: This is a UK-based role (right to work required), and may include occasional weekend shifts.