Customer Support Calls Manager

Second Nature • Full-time • London, England, United Kingdom • 2w ago

📍 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.

Requirements

✅ 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.

Benefits

💼 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
Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
Quarterly in-person socials and company meet-ups
A friendly, mission-driven team where your work really matters