📍 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.

Customer Support jobs

Customer Support Associate

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