Second Nature
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 & 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. ️ 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 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 25 days holiday plus national holidays 2 days/week in our London office (for most core roles) 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
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 & 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. ️ 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 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 25 days holiday plus national holidays 2 days/week in our London office (for most core roles) 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
Second Nature
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 & 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: Operations Manager We're seeking a Operations Manager with a strong operational background to lead our Customer Support team and design the systems and processes that allow us to scale. This role requires both people leadership and operational excellence. You'll simplify complex workflows, reduce friction for your team, and use data to design smarter, more efficient ways of working. With responsibility across NHS contracts, B2C customers, and multiple products, you'll bring clarity to complexity, ensuring service quality, compliance, and efficiency remain high. You'll be both strategic and hands on, delivering projects, building processes, and supporting the team to deliver consistently excellent service. ️ What You'll Be Doing Lead and develop the Customer Support team, creating a high performance culture where wellbeing and development are championed. Design and implement systems and processes that reduce noise, complexity, and inefficiency across multiple products and services. Work with Product, Ops, and Tech to deliver scalable solutions that support business growth and evolving service requirements. Use data to identify bottlenecks, inefficiencies, and areas for improvement, and translate insights into actionable solutions. Drive continuous improvement by challenging existing ways of working and introducing new workflows or best practices. Manage logistics support and ensure compliance with the varied requirements of NHS, partner, and B2C contracts. Own and deliver operational projects, ensuring new structures, services, or processes are implemented effectively. Act as the point of escalation for complex service issues, safeguarding concerns, and formal complaints. Maintain robust knowledge management systems so the team always has the right information to deliver excellent service. What We're Looking For Proven experience as an Operations Manager or Senior Customer Support Manager in a complex, multi product service environment. Exceptional ability to simplify processes, build systems, and deliver operational solutions independently. Data driven mindset with a track record of using reporting and analysis to drive improvement. Strong written and verbal communication skills, comfortable engaging with stakeholders across all levels. Excellent people leadership skills, with proven ability to coach, inspire, and build high performing teams. Strong organisational and project management skills; able to juggle multiple responsibilities and set clear priorities. Proactive, solution oriented, and resilient in a fast moving environment. Experience working with NHS or partner contracts (a plus) and comfort handling compliance driven processes. Familiarity with Google Suite; Intercom or similar customer service software a plus. 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 25 days holiday plus national holidays 2 days/week in our London office (for most core roles) 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
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 & 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: Operations Manager We're seeking a Operations Manager with a strong operational background to lead our Customer Support team and design the systems and processes that allow us to scale. This role requires both people leadership and operational excellence. You'll simplify complex workflows, reduce friction for your team, and use data to design smarter, more efficient ways of working. With responsibility across NHS contracts, B2C customers, and multiple products, you'll bring clarity to complexity, ensuring service quality, compliance, and efficiency remain high. You'll be both strategic and hands on, delivering projects, building processes, and supporting the team to deliver consistently excellent service. ️ What You'll Be Doing Lead and develop the Customer Support team, creating a high performance culture where wellbeing and development are championed. Design and implement systems and processes that reduce noise, complexity, and inefficiency across multiple products and services. Work with Product, Ops, and Tech to deliver scalable solutions that support business growth and evolving service requirements. Use data to identify bottlenecks, inefficiencies, and areas for improvement, and translate insights into actionable solutions. Drive continuous improvement by challenging existing ways of working and introducing new workflows or best practices. Manage logistics support and ensure compliance with the varied requirements of NHS, partner, and B2C contracts. Own and deliver operational projects, ensuring new structures, services, or processes are implemented effectively. Act as the point of escalation for complex service issues, safeguarding concerns, and formal complaints. Maintain robust knowledge management systems so the team always has the right information to deliver excellent service. What We're Looking For Proven experience as an Operations Manager or Senior Customer Support Manager in a complex, multi product service environment. Exceptional ability to simplify processes, build systems, and deliver operational solutions independently. Data driven mindset with a track record of using reporting and analysis to drive improvement. Strong written and verbal communication skills, comfortable engaging with stakeholders across all levels. Excellent people leadership skills, with proven ability to coach, inspire, and build high performing teams. Strong organisational and project management skills; able to juggle multiple responsibilities and set clear priorities. Proactive, solution oriented, and resilient in a fast moving environment. Experience working with NHS or partner contracts (a plus) and comfort handling compliance driven processes. Familiarity with Google Suite; Intercom or similar customer service software a plus. 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 25 days holiday plus national holidays 2 days/week in our London office (for most core roles) 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