Customer Support Associate
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 Associate We are looking to bring on a Customer Support Associate to help us continue to deliver the best customer service to our members. The role primarily entails: Supporting our members via email and over the phone throughout their Second Nature journey Take full ownership of member queries from first contact through to resolution Problem-solve both simple and complex queries in a clear, structured, and timely manner Deliver excellent customer satisfaction by balancing empathy with efficiency Handle sensitive or challenging conversations with care, escalating when appropriate 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 thrive in a fast-paced, task-oriented environment and take pride in getting things done efficiently You are comfortable working towards targets and continuously improving your performance You are highly organised, detail-oriented, and able to manage a high volume of work without compromising quality You are curious and proactively seek to understand root causes to improve the customer experience You enjoy communicating with people and are motivated by solving problems You are confident handling sensitive or challenging conversations with professionalism and empathy You are a clear and effective communicator across written and phone-based channels You are adaptable and able to quickly learn new systems, tools, and processes You balance empathy with efficiency, making sound judgement calls when supporting members 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.