Second Nature is looking for a Customer Support Calls Manager to lead and motivate a team of 10–15 remote customer support associates. You will balance performance and quality to deliver exceptional member experiences, managing call campaigns focused on engagement and milestones to achieve ambitious targets for our health-tech mission.
What You'll Do
- Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high 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, conversions, and call completion.
- 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.
- Confident with customer service software 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.
Nice to Have
- Intercom experience a plus.
Technical Stack
- Customer service software
- Google Suite
- Intercom
Team & Environment
You will lead a team of 10–15 remote customer support associates, reporting to a senior leader within the support organization.
Benefits & Compensation
- 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.
Work Mode
This is a hybrid role based in London, requiring 2 days per week in the office.
Second Nature is an equal opportunity employer.
