Customer Support Manager

Giving the world more time

For the first time in human history we have the technology, data, and insights to redefine health. Together with our partners, we will make the leap from reactive to proactive medicine. By collectively benefiting from the data we individually generate, we can all live our longest, fullest lives. Huma partners with scientists, technologists, healthcare, and life sciences professionals to understand, treat, and ultimately prevent ill health. Giving knowledge and power to those with medical conditions, while saving clinicians time, energy, and valuable resources.

Your Mission

• To provide customer support to our user base across the Huma Group of products
• Manage our remote customer support workforce who provide in country support
• Manage and handle complaints and feedback for the Huma products and operate our quality processes
• Maintain service level agreement and ensure that customer requests are resolved in a timely manner
• Support customers with training and onboarding, building out reusable content to reduce overheads
• Support with audit and quality assurance as required within the area of customer support, complaints and feedback

From day one in this role, we’ll expect you to have

• Great customer service skills
• The ability to understand and learn a technical product
• The ability to explain technical functions to non-technical customers
• The ability to manage a remote team and hiring when necessary
• Good relationship building skills

It's great but not required, if you have

• Experience with tools such as Intercom
• Experience building a help desk including procedures, self service
• Experience working directly with engineering teams and technical stakeholders
• Previous experience working in a regulated product environment

You will thrive at Huma if you are

• Resilient - show adaptability, be a pro-juggler and have the ability to move fast
• Ambitious and driven - the ability to focus your energy where it matters the most
• A Self-solver - you are resourceful and seek solutions through collaboration
• A strong communicator - you practice open and clear dialogue, while listening with fairness 
• Detail oriented - working with people’s health means we obsess over every detail and make sure we get it right 
• A Problem-solver - a passion to creatively find solutions that solve one of the biggest global challenges – human longevity
• A Builder - you roll up your sleeves and get things done 
• An Ambassador – you are professional, polished, and a product expert
• A Cultivator of Innovation – you will tirelessly challenge the status quo 
• An Industry Expert - well networked, you used your knowledge and contacts to teach best practices
• A Visionary - imagine what is possible and have the courage to take risks that will drive our business forward
• An Agile thinker - comfortable adjusting to a fluid business environment where rapid change is the norm
• A Driver of results - always thinking, quantifying, comparing and coming up with ways to make Huma better
• An experienced leader - you are a builder, a coach and a leader of people
• A collaborator - you achieve some of the greatest results by working together

What we can offer you

• Competitive pension scheme & salary sacrifice with Aviva
• Prioritisation of your health and wellbeing with ClassPass
• EAP scheme and gym membership discount with Aviva
• Progressive private health insurance with Aviva
• AIG Life & income protection scheme
• Generous share options - every employee is an owner
• 25 days paid vacation + UK bank holidays
• Home office allowance to support home working
• Bike2Work scheme
• Season ticket loan
• Family first culture - giving the flexibility you need
• Growth & development opportunities

OBJECTIVES & KEY RESULTS (‘OKR’s) for first 5-6 months

• Build a suite of self service processes and tools for the Huma products
• Identify the countries that we operate in and ensure that we have coverage in the core languages and locales
• Manage the remote team, setting up processes and procedures to ensure consistent customer success
• Work with the engineering team to embed the feedback and complaints process with the software development lifecycle

Come Join Us!

We believe magic happens when you bring together diverse ideas, experiences, and styles. We want to create a world where people live longer, fuller lives, and to do that well we need a team that represents all of the people and communities who use our solutions. We aspire to create an environment where everyone has the opportunity to do their best work. We are always looking for ways to improve so if you have any suggestions, please get in touch.

Dear recruitment agency friends: Huma attracts an amazing number of direct candidates and we do not need any help at this stage, so please do not send us unsolicited agency resumes. This is not a great use of your time, and we will not accept any liability or fees for any resumes or candidates which we have not asked you to find for us.