Customer Support Associate

Location: fully remote working - UK only Hours: Full-time, 40 hours per week Salary: £24,500 Working hours may include weekend and bank holiday work The ChallengeObesity has become a global epidemic; in the UK, we spend £9 billion a year alone on diseases like type 2 diabetes (that’s 10% of the NHS budget). What’s shocking is 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 bringing together the latest behavioural science, psychology, technology, and the talents of our incredible team, our mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all.Our habit-change programme – delivered digitally through mobile and web apps – helps people to transform their lifestyle, lose weight, and ultimately reduce their risk for serious conditions such as type 2 diabetes and heart disease.About us: 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 You can find out more about working with us here and here.The RoleWe 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 Problem-solving simple and complex queries in a meticulous, empathetic, and timely manner Striving to deliver exceptionally high customer satisfaction by consistently exceeding customer expectations Handling customer complaints with empathy and patience, escalating when appropriate The role will keep you on your toes, communicating with people from a wide range of backgrounds and health motivations. You'll get to know our programme and the app in detail and you'll gain great insights into our members. Requirements This is a heavily task-orientated role. Therefore, the ideal person really thrives on getting a lot of things done in an efficient manner You're able to work to targets and always strive for continuous improvement, personally and within your work function You're curious and you always seek out the root cause to better improve customer experience You love communicating with people. Interacting with customers and solving their problems motivates you and gives you energy You'll need to be particularly strong, efficient, and thorough when it comes to email- and phone call-based communications You'll be comfortable dealing with sensitive conversations over phone and email You're a quick learner and you easily adapt to new or changing processes You're highly empathetic and care about the problems our members are facing Benefits You'll see first-hand the impact that we have on improving thousands of people's lives and tackling the obesity crisis on a daily basis You'll get to work with amazing, friendly, smart colleagues all incredibly passionate about solving the type 2 diabetes epidemic 25 days of holiday plus national holidays Quarterly company socials in London A budget of £200/year to spend on professional development