Customer Support Associate

Second Nature; United Kingdom; Remote; GBP 26,000 - 28,000; Full time

Job summary

An innovative company dedicated to improving health and combating obesity is seeking a Customer Support Associate. In this fully remote role, you will provide exceptional service to members, addressing their needs with empathy and efficiency. Your ability to communicate effectively and solve problems will be key to exceeding customer expectations. Join a passionate team making a real difference in people's lives, while enjoying benefits like generous holiday allowances and professional development opportunities. This is a chance to grow in a supportive environment, contributing to a mission that truly matters.

Benefits

25 days holiday plus national holidays

Quarterly socials in London

£200/year professional development budget

Qualifications

• Ability to handle sensitive conversations with care.
• Curiosity to seek root causes and enhance customer experience.

Responsibilities

• Support members via email and phone throughout their journey.
• Resolve simple and complex queries with empathy and efficiency.

Skills

Customer Service

Problem-Solving

Communication

Empathy

Adaptability

Job description

Location: Fully remote working - UK only

Hours: Full-time, 40 hours per week

Salary: £26,000 - £28,000 (reflective of experience)

Working hours may include weekend and bank holiday work

The Challenge

Obesity has become a global epidemic; in the UK, we spend £9 billion a year on diseases like type 2 diabetes (that’s 10% of the NHS budget). Most of this is preventable through sustained lifestyle and habit change.

Enter Second Nature...

We’re here to help people take control of their health. By integrating behavioural science, psychology, technology, and our talented team, our mission is to eradicate chronic lifestyle diseases.

Our digital habit-change programme helps people transform their lifestyle, lose weight, and reduce their risk for serious conditions such as type 2 diabetes and heart disease.

About us:

• We've positively impacted over 250,000 lives
• Rated 'Excellent' by over 7,000 members on Trustpilot
• Growing rapidly and now profitable
• Commissioned by the NHS and Vitality Health
• Leading provider of GLP-1 medication-assisted weight loss programmes, one of five NICE-approved providers within the NHS
• Average team member tenure of 4.3 years

Find out more about Second Nature here and here.

The Role

We are seeking a Customer Support Associate to deliver exceptional service to our members.

The role involves:

• Supporting members via email and phone throughout their journey
• Resolving simple and complex queries with empathy and efficiency
• Exceeding customer expectations to ensure high satisfaction
• Handling complaints patiently, escalating when necessary

This role requires engaging with diverse backgrounds and health motivations. You will learn our programme and app in detail, gaining valuable insights into our members.

• This is a task-oriented role; success depends on efficiency and productivity
• You should work towards targets and seek continuous improvement
• You are curious, seeking root causes to enhance customer experience
• You enjoy communicating and problem-solving with people
• You are thorough and efficient in email and phone communications
• You can handle sensitive conversations with care
• You are a quick learner and adaptable to change
• You demonstrate high empathy and care about member issues

Benefits include:

• Impact on improving lives and addressing obesity
• Working with passionate, friendly colleagues
• 25 days holiday plus national holidays
• Quarterly socials in London
• £200/year professional development budget