About the role

Customer Support Manager leading a team at health-tech startup focused on chronic disease prevention. Ensuring consistent service quality and supporting staff in a collaborative environment.

Responsibilities

🛠️ What You’ll Be Doing
Lead and develop the Customer Support team, creating a positive culture where wellbeing and professional growth are championed.
Maintain clear and effective processes that help the team deliver a consistent, high-quality experience across multiple products and services.
Work closely with internal teams including Product, Ops, and Tech to resolve service issues and feed customer insights back into the business.
Use data and customer feedback to identify recurring issues and opportunities to improve the customer experience.
Drive a culture of continuous improvement by encouraging the team to share ideas and refine how they work.
Manage day-to-day service delivery and ensure compliance with the requirements of NHS, partner, and B2C contracts.
Support the rollout of new products, processes, or services, ensuring the team is prepared and equipped to deliver.
Act as the point of escalation for complex service issues, safeguarding concerns, and formal complaints.
Maintain up-to-date knowledge resources so the team always has the right information to help customers effectively.

✅ What We’re Looking For
Proven experience as a Customer Service Manager or Senior Customer Support Team Lead in a fast-paced, multi-product service environment.
Strong ability to maintain and improve day-to-day service processes, with a focus on quality and consistency.
A customer-first mindset with a track record of using feedback and reporting to drive improvements in service experience.
Strong written and verbal communication skills, comfortable engaging with customers and internal stakeholders alike.
Excellent people leadership skills, with proven ability to coach, inspire, and build high-performing teams.
Well-organised and able to manage competing priorities effectively across a varied workload.
Proactive, solution-oriented, and resilient in a fast-moving environment.
Experience working with NHS or partner contracts (a plus) and comfort handling compliance-driven processes.
Familiarity with Google Suite; Intercom or similar customer service software a plus.

💼 What We Offer
An exciting job at a health-tech startup. You’ll be able to see first-hand the impact that we have on improving thousands of people’s lives and tackling the type 2 diabetes and obesity epidemic on a daily basis
A competitive salary, alongside share options in a growing and profitable health-tech company
25 days holiday plus national holidays
2 days/week in our London office (for most core roles)
Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone)
£200/year professional development budget, plus extra for role-specific training
Salary Sacrifice and Cycle to Work schemes
Quarterly in-person socials and company meet-ups
A friendly, mission-driven team where your work really matters