Customer Support Specialist
New
S
Second NatureDigital Health
United Kingdom, 2-hour UK time zoneFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Problem SolvingCross-functional collaborationCustomer support
Requirements
- Experience in a customer-facing role
- Comfortable working in fast-moving, evolving environments
- Adaptable and quick to learn new systems and tools
- Strong root cause analysis skills
- Proactive and operationally minded
- Structured thinking to solve complex problems
- Clear communication under pressure
- Ownership of complex issues with minimal oversight
- Confidence in handling sensitive and escalated conversations
- Highly organised with attention to detail
- Comfortable working cross-functionally
Responsibilities
- 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
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