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Second Nature is the UK's largest digital health provider to the NHS, focused on eradicating obesity and type 2 diabetes through science-backed, personalized member experiences. The company has been operating for over 12 years, is now profitable and sustainable, and has achieved exceptional team retention (4.3 years average) in the healthtech space.
You will lead a customer support team of 10-15 call team members responsible for improving member outcomes across NHS contracts. Your role sits within the broader Operations Team and focuses on designing and embedding systems and processes that enable high-quality customer support delivery at scale.
Key responsibilities include:
- Leading, developing, and motivating a customer support team while fostering a positive, growth-oriented culture
- Managing day-to-day service delivery including rotas, performance metrics, quality standards, and capacity planning to meet team goals while maintaining high customer experience standards
- Running and overseeing customer contact campaigns linked to engagement and milestone goals, using performance data to keep the team focused
- Maintaining clear, effective processes and knowledge resources to ensure consistent delivery across multiple products, services, and customer groups
- Using data, customer feedback, and team insights to identify recurring issues and drive continuous improvement
- Collaborating with Product, Ops, and Tech teams to resolve issues and feed customer insights back into the business
- Supporting rollout of new products, processes, and services with proper team preparation and enablement
- Acting as escalation point for complex customer issues, safeguarding concerns, and formal complaints while meeting NHS, partner, and B2C service requirements
The role is primarily remote (working from home) with an expectation to travel to the London office (White City/Wood Lane) once per month for operations team meetings and workshops. You're welcome to come in more frequently on Mondays and Thursdays, but it's not mandated. The company also allows remote work from another country for up to 4 weeks at a time.
Second Nature describes its culture as fast-paced with minimal bureaucracy, populated by smart, kind, and mission-driven people who take the work seriously but not themselves. The environment is dynamic and things move quickly, though it can feel chaotic at times. The company is actively exploring how to use AI responsibly in healthcare delivery to improve efficiency and cost-effectiveness.
Growth opportunities include exposure to multiple business areas (wearing multiple hats in a scale-up), faster progression than larger organizations, close working relationships with founders and senior leaders, and involvement in how AI transforms healthcare service delivery.
Benefits include private medical insurance with Bupa (best package, £0 excess) after year one, £200/year CPD budget, quarterly company meet-ups in London, salary sacrifice and cycle-to-work schemes, and a high-trust culture with flexibility over working hours.
Requirements:
- Proven people management experience with a track record of developing and supporting teams
- Strong operational background with ability to use data to identify bottlenecks, inefficiencies, and areas for improvement, and translate insights into actionable solutions
- Excellent communication and feedback skills; able to inspire, support, and drive accountability
- Proactive, solution-oriented, and resilient; willing to roll up sleeves to make things happen
- Proven ability to drive continuous improvement by challenging existing ways of working and introducing new workflows or best practices
- Passion for health, wellbeing, and behaviour change; excitement about technology's role in transforming lives
- Confident working both autonomously and collaboratively in a fast-paced, remote-first environment
- Strong tech literacy and comfortable working from a laptop 5 days per week (Monday to Friday), 40 hours per week
