At a Glance
- Tasks: Lead and motivate a remote team to deliver exceptional customer support experiences.
- Company: Innovative health-tech startup focused on improving lives through digital solutions.
- Benefits: Competitive salary, share options, private health insurance, and generous holiday allowance.
- Other info: Remote flexibility and a friendly, mission-driven team culture.
- Why this job: Make a real impact on health while developing your leadership skills in a dynamic environment.
- Qualifications: Experience managing customer support teams and strong communication skills required.
The predicted salary is between 40000 - 50000 € per year.
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 Calls Manager
We’re looking for a high-energy, motivational Customer Support Calls Manager to lead our team of 10–15 remote customer support associates. This role is all about balancing performance and quality: keeping the team engaged, focused, and motivated while delivering exceptional member experiences. You’ll run call campaigns linked to engagement and milestone goals, track performance closely, and ensure that quality outcomes are achieved alongside ambitious performance targets. You’ll be hands-on in coaching, developing, and recognising your team, ensuring that achievements are celebrated, personal growth is supported, and team wellbeing is always prioritised. Note: This is a 12-month fixed-term contract (FTC) with the option to extend.
What You’ll Be Doing
- Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance.
- Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets.
- Build a positive, high-energy team culture to keep agents motivated in a high-volume and often repetitive environment.
- Monitor team KPIs, focusing on:
- Call Quality – ensuring conversations meet standards of empathy, clarity, and compliance.
- Conversions – driving successful outcomes from engagement calls.
- Call Completion – ensuring agreed volumes of calls are made and completed effectively.
- Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes.
- Provide constructive coaching and feedback, supporting both individual growth and team-wide development.
- Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation.
- Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality.
- Act as a point of escalation for complex queries and safeguarding cases.
What We’re Looking For
- Experience managing small to medium-sized customer support teams, ideally remote and in a fast-paced environment.
- Proven ability to coach, inspire, and motivate teams to consistently achieve quality and conversion targets.
- Excellent written and verbal communication skills — able to energise your team and communicate clearly with stakeholders.
- Confident with customer service software (Intercom and Ringover experience a plus) and Google Suite (especially Sheets).
- Strong analytical skills with experience using data and reporting to make decisions and identify opportunities.
- Highly organised with strong prioritisation and project management skills; able to juggle multiple campaigns and initiatives.
- A proactive problem-solver with excellent attention to detail and tenacity when uncovering issues and implementing solutions.
- Resilient under pressure and motivated by achieving ambitious goals.
What We Offer
- An exciting job at a health-tech startup. You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis.
- A competitive salary, alongside share options in a growing and profitable health-tech company.
- Private health insurance (Bupa) after 1 year, with options to extend cover over time.
- 25 days holiday plus national holidays.
- Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone).
- £200/year professional development budget, plus extra for role-specific training.
- Salary Sacrifice and Cycle to Work schemes.
- Quarterly in-person socials and company meet-ups.
- A friendly, mission-driven team where your work really matters.
Customer Support Calls Manager (12 Months FTC) in London employer: Second Nature
At Second Nature, we are dedicated to transforming lives through our innovative health-tech solutions, making us an exceptional employer for those passionate about making a difference. Our supportive work culture prioritises employee wellbeing and growth, offering competitive salaries, private health insurance, and generous holiday allowances, alongside opportunities for professional development. Join us in our mission to combat chronic lifestyle diseases while enjoying the flexibility of remote work and a vibrant team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Calls Manager (12 Months FTC) in London
✨Tip Number 1
Get to know the company inside out! Research Second Nature's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for those tricky interview questions! Think about examples from your past experiences that showcase your leadership and coaching skills. Practice makes perfect, so run through them with a friend or in front of the mirror.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Customer Support Calls Manager position.
We think you need these skills to ace Customer Support Calls Manager (12 Months FTC) in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for health and customer support shine through. We want to see how much you care about making a difference in people's lives!
Tailor Your Experience:Make sure to highlight your experience managing customer support teams, especially in remote settings. We love seeing how you've motivated teams and achieved targets in fast-paced environments.
Be Clear and Concise:Use clear and straightforward language in your application. We appreciate good communication skills, so make it easy for us to understand your achievements and how they relate to the role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with us.
How to prepare for a job interview at Second Nature
✨Know the Company Inside Out
Before your interview, dive deep into Second Nature's mission and values. Understand their approach to health and how they leverage technology and behavioural science. This knowledge will help you connect your experience with their goals and show that you're genuinely interested in their work.
✨Showcase Your Leadership Skills
As a Customer Support Calls Manager, you'll need to inspire and motivate your team. Prepare examples of how you've successfully led teams in the past, focusing on coaching and developing individuals. Highlight any specific strategies you've used to boost team morale and performance.
✨Be Data-Driven
Second Nature values analytical skills, so come prepared to discuss how you've used data to drive decisions in previous roles. Think about specific KPIs you've monitored and how you've implemented changes based on those insights. This will demonstrate your ability to manage performance effectively.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and how you handle complex situations. Think of scenarios where you've had to deal with difficult customer queries or team conflicts. Practising your responses will help you articulate your thought process clearly during the interview.
