- Supporting our members via email and over the phone throughout their Second Nature journey
- Handle complex, sensitive, and escalated queries with confidence, sound judgement, and genuine care
- Spot patterns and trends in member feedback and proactively surface insights that can improve our product, processes, or member experience
- Contribute to operational improvements, identifying inefficiencies, flagging gaps, and helping build better ways of working
- Support the onboarding and development of newer team members, sharing knowledge and raising the standard across the team
- Collaborate cross-functionally with teams including clinical, product, and operations to resolve issues and close feedback loops