Customer Support Specialist

📋 Description

• Assisting our members via email and phone throughout their Second Nature experience.

• Address complex, sensitive, and escalated inquiries with confidence, sound judgment, and genuine care.

• Identify patterns and trends in member feedback and proactively present insights that can enhance our product, processes, or member experience.

• Contribute to operational enhancements by pinpointing inefficiencies, flagging gaps, and helping to develop improved workflows.

• Aid in the onboarding and development of new team members, sharing knowledge and elevating the team's standards.

• Collaborate with cross-functional teams, including clinical, product, and operations, to resolve issues and close feedback loops.

⛳️ Requirements

• You have experience in a customer-facing position and are comfortable operating in fast-paced, evolving environments with shifting priorities.

• You are adaptable and quick to learn new systems and tools.

• You possess a natural curiosity and strive to comprehend root causes, rather than just resolving individual queries.

• You are proactive and operationally focused, consistently seeking ways to enhance processes and minimize friction.

• You apply sharp, structured thinking to complex challenges and can communicate clearly under pressure.

• You take full responsibility for intricate issues, managing them from start to finish with strong judgment and minimal supervision.

• You handle sensitive and escalated conversations with professionalism and empathy.

• You are highly organized, capable of managing a substantial workload without sacrificing quality or attention to detail.

• You are comfortable working collaboratively with Product, Operations, and other teams to drive resolution and implement long-term solutions.

• You communicate clearly, professionally, and empathetically across both written and verbal channels, even in sensitive or escalated situations.

🏝️ Benefits

• 25 days of holiday in addition to bank holidays.

• Private health insurance (Bupa) after one year, with options to expand coverage over time.

• Remote-first working policy, with the flexibility to work abroad for up to four weeks (within a 2-hour UK time zone).

• £200 annual budget for professional development, along with additional support for role-specific training.

• Salary sacrifice and Cycle to Work schemes.

• Quarterly in-person social events and company meet-ups.