Second Nature

• Provide high-touch support to residents and property management companies regarding the Second Nature Insurance program with empathy and professionalism, including discussion of coverage details and claim status. • Respond to escalated inquiries from renters and property managers about the Second Nature Renters Insurance Program. • Explain coverage terms, policy exclusions, and lease compliance requirements clearly and within regulatory bounds. • Guide users through the claim process, including follow-up with adjusters and documentation coordination. • Review third-party policies while ensuring consistent lease adherence • Use Salesforce, Slack, and internal tools to document interactions, escalate issues, and improve workflows. • Compile claim information and supporting documentation to ensure accurate and timely claim submissions. • Manage claim escalations and collaborate with third-party insurance partners to ensure timely resolution. • Identify trends in customer inquiries and claims to proactively recommend process or product improvements. • Collaborate with cross-functional teams including Product, Operations, and Vendor Management to improve processes and enhance the customer experience. • Educate customers on the claims process, coverage details, and eligibility requirements. • Participate in training sessions and quality assurance programs to continuously improve product knowledge and service delivery. • Maintain service level agreements (SLAs) and deliver high-quality support while balancing efficiency and customer satisfaction.

Role Description We’re seeking experienced Implementation professionals who thrive in ambiguity and can guide clients to activation. As an Implementation Manager, you will own the post-sale onboarding journey, guiding clients from signed contract to full activation (3% activation rate target). You’ll work cross-functionally with Sales, Operations, Product, Legal, and Client Success to ensure smooth, scalable implementations. What You'll Do - Lead clients through the full implementation funnel: discovery → onboarding → activation → handoff. - Conduct thorough discovery to uncover client goals, needs, and potential roadblocks; proactively handle objections. - Deliver targeted training and hands-on guidance with Property Managers for Resident Benefits Package (RBP) setup and usage. - Ensure clients deliver on their commitments and stay on track through the journey. - Partner closely with Sales to ensure alignment on deliverables and expectations. - Build trust and credibility with stakeholders at all levels; communicate tactfully and manage changing expectations. - Manage projects end-to-end: set timelines, coordinate stakeholders, and drive accountability. - Navigate ambiguity effectively, solving problems in fast-paced, evolving environments. - Serve as a process consultant—building, refining, and scaling implementation workflows. - Use tech tools (CRM, automation, AI-powered platforms) to enhance efficiency and client experience. Qualifications - 2+ years of direct implementation experience at a tech-enabled or transactional business; PropTech background is a strong plus. - Proven ability to lead clients through implementation or onboarding processes that involve change management. - Skilled at holding clients accountable to agreed deliverables and timelines. - Strong in discovery, objection handling, and consultative client engagement. - High emotional intelligence with excellent stakeholder management and communication skills. - Big-picture thinker - able to understand end-to-end processes and data flows across functions. - Proactive, self-driven, and able to operate in fast-moving, ambiguous environments. - Passionate about designing scalable processes and driving operational excellence. - Comfortable collaborating cross-functionally (Sales, Product, Operations, CS). - Experience with property management tech (Appfolio, Yardi, Buildium, etc.) a bonus—but not mandatory. - Committed to enhancing diversity and inclusion within your team and organization. - Willing to work 8:00am - 5:00pm Pacific Standard Time. Requirements - Hands-on experience in PropTech or real estate transactions. - Familiarity integrating AI into onboarding/process workflows. - Experience with CRM, project management, or sales enablement tools (e.g., Salesforce, Monday.com, Gong). Benefits - Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan. - Location: Work remotely from anywhere in the US. - Flexibility: Open PTO and sick days. - The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP. - Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect. - Training: A supportive team to help you grow your career and unlock your full potential. - Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category.

Role Description We’re looking for a high‑energy, motivational Customer Support Calls Manager to lead our team of 10–15 remote customer support associates. This role is all about balancing performance and quality: keeping the team engaged, focused, and motivated while delivering exceptional member experiences. You’ll run call campaigns linked to engagement and milestone goals, track performance closely, and ensure that quality outcomes are achieved alongside ambitious performance targets. You’ll be hands‑on in coaching, developing, and recognising your team, ensuring that achievements are celebrated, personal growth is supported, and team wellbeing is always prioritised. What You’ll Be Doing - Lead, coach, and motivate a team of 10–15 fully remote calls agents, ensuring high levels of engagement and consistent performance. - Manage call campaigns focused on engagement and milestones, ensuring successful delivery against targets. - Build a positive, high‑energy team culture to keep agents motivated in a high‑volume and often repetitive environment. - Monitor team KPIs, focusing on: - Call Quality – ensuring conversations meet standards of empathy, clarity, and compliance. - Conversions – driving successful outcomes from engagement calls. - Call Completion – ensuring agreed volumes of calls are made and completed effectively. - Partner with the Quality Monitoring Specialist to review performance, identify trends, and introduce training or process changes. - Provide constructive coaching and feedback, supporting both individual growth and team‑wide development. - Hold regular 1:1s, personal development sessions, and team meetings to maintain alignment and motivation. - Drive continuous improvement by introducing new processes, workflows, and best practices to boost both efficiency and quality. - Act as a point of escalation for complex queries and safeguarding cases. Qualifications - Experience managing small to medium‑sized customer support teams, ideally remote and in a fast‑paced environment. - Proven ability to coach, inspire, and motivate teams to consistently achieve quality and conversion targets. - Excellent written and verbal communication skills — able to energise your team and communicate clearly with stakeholders. - Confident with customer service software (Intercom and Ringover experience a plus) and Google Suite (especially Sheets). - Strong analytical skills with experience using data and reporting to make decisions and identify opportunities. - Highly organised with strong prioritisation and project management skills; able to juggle multiple campaigns and initiatives. - A proactive problem‑solver with excellent attention to detail and tenacity when uncovering issues and implementing solutions. - Resilient under pressure and motivated by achieving ambitious goals. Benefits - 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. - Remote flexibility: work from abroad up to 4 weeks at a time (within 2-hour UK time zone). - Quarterly in-person socials and company meet-ups. - A friendly, mission-driven team where your work really matters.

• Lead enablement across post-sales teams • Develop and execute a post-sales enablement strategy focused on customer time-to-value, activation, adoption, retention, and operational excellence across Implementation and Onboarding, CX, CS, and Data Management. • Serve as a connector between Implementation, CX, CS, and Fulfillment to align resources, share best practices, and eliminate gaps in the customer journey. • Build reinforcement loops that ensure what gets trained actually sticks at the front line. • Partner with Implementation leadership to build enablement programs that shorten time-to-launch, reduce failure-to-launch rates, and equip onboarding teams to handle complex customer configurations with confidence. • Design playbooks, process guides, and training that give Implementation ICs a clear, repeatable path from contract through go-live. • Collaborate with Product and CX to ensure the Implementation team is always current on platform changes, new features, and evolving customer requirements. • Build handoff enablement between Implementation and CX so customers experience a seamless transition from onboarding to ongoing success. • Partner with CSMs and CX leadership to build a coaching culture, equipping teams to have more impactful, consultative conversations with customers. • Build enablement resources and workshops that help the CX team track adoption metrics, facilitate meaningful stakeholder conversations, and deliver guidance that drives retention. • Collaborate with the Customer Support team to deliver enablement and ongoing training that improves issue resolution speed, raises resident satisfaction scores, and upholds our Triple Win values.

• Develop and execute effective sales strategies to exceed regional sales quotas. • Drive new client acquisition by strategically prospecting and sourcing mid-market Property Management Companies. • Efficiently manage and close inbound sales leads and self-sourced opportunities, aiming to close 50-75% of qualified leads. • Actively manage and forecast your client pipeline to ensure consistent performance. • Serve as a product expert, clearly articulating the Second Nature value proposition to Brokers, Owner-Operators, and Property Management decision-makers. • Collaborate with marketing and product development teams to ensure brand consistency and market alignment. • Build and maintain strong, lasting relationships with key decision-makers on client accounts. • Network effectively with other vendors and property managers to expand your reach and identify new opportunities. • Take initiative to drive tasks forward, setting clear goals, prioritizing actions, and operating with a sense of urgency. • Continuously seek feedback and learning opportunities to enhance your sales performance.

• Lead and develop the enablement team • Manage four enablement ICs whose work spans Sales/AE, Implementation and Onboarding, CSM, and Client-Facing training • Serve as the primary coach and career development partner for each IC, equipping them to do the most impactful work of their careers • Translate the CRO's and Executive Team’s strategic direction into a quarterly enablement roadmap, maintained approximately two months in advance • Run regular 1:1s, team cadences, and roadmap reviews that keep priorities sharp and scope creep managed • Drive manager and leader readiness • Reinforce enablement delivery to equip first and second-line managers with coaching guides, call review frameworks, and policy reinforcement tools in parallel with individual contributor enablement. • Design and deliver monthly leadership readiness sessions per function covering playbooks, policies, and behavioral coaching • Build reinforcement loops that ensure what gets trained actually sticks at the front line • Govern strategy, programs, and asset quality • Implement and enforce a launch-tier framework that gates ad hoc requests and ensures every new enablement program has a defined business objective, reinforcement plan, and success metric • Partner with Exec Sponsors to prioritize the enablement roadmap for their functions and hold the line on scope • Manage Highspot as the single source of truth, driving cleanup, organization, and usage-based prioritization across all assets • Review and adjust structured onboarding paths to ensure clear ramp-complete milestones and mastery levels for new hires across the GTM org • Connect enablement to revenue outcomes • Own the function's performance against named revenue and operational metrics tied to net new CARR production, client activation, ARR expansion, and client retention • Build and expand asynchronous learning programs (via Articulate) to reduce dependence on synchronous delivery and increase per-person coaching capacity • Drive cohort-based client training under Customer Enablement Manager’s ownership, reducing 1:1 delivery volume and increasing scalable program reach • Collaborate with VP Marketing and PMM Team to ensure tight alignment between positioning, messaging, and how the field is trained to use it • Own cross-functional enablement programs • Lead team-level ownership of regulatory compliance updates, new hire onboarding, and product-level enablement across the GTM org • Serve as the executive interface for all cross-functional program launches that require enablement support • Ensure functional teams own their own SOPs; your team formats, trains, and reinforces, not authors from scratch

• Own and evolve RBP messaging • Audit current-state RBP messaging across channels and assets to identify gaps, inconsistencies, and opportunities • Own and evolve positioning, messaging, and value props for our core RBP products to support internal training, external collateral, and product launches • Collaborate with Product on RBP launches to keep messaging and market needs in sync as the product evolves • Analyze property manager and resident adoption and engagement; consult Product and UX on optimization • Work closely with the Partnerships team to ensure cohesive, consistent messaging across our RBP product partners • Develop and maintain partner-facing materials that reflect current positioning and reinforce the RBP value story • Collaborate with Enablement on messaging rollouts through decks, one-pagers, battlecards, and product training materials • Collect feedback from internal teams and iterate as the product and pitch evolve • Serve as PMM owner for RBP launches, driving the go-to-market bill of materials from kickoff through enablement delivery • Own launch-critical assets including the overview deck, positioning doc, messaging doc, one-pager, and battlecard; coordinate with Enablement, Content, and Creative on assets they produce • Represent PMM in launch team meetings alongside Product, Enablement, Support, Legal, and RevOps, keeping GTM workstreams on schedule and unblocked • Track launch status, flag risks early, and escalate blockers to the appropriate exec sponsor • Conduct post-launch reviews to measure messaging effectiveness, sales adoption, and customer response, and feed findings back into future launches • Lead ongoing competitive intelligence, including tracking competitors, market trends, and customer pain points • Build and maintain competitive assets (battlecards, win/loss analysis, positioning guides) that keep Sales and CS equipped to win • Interview prospects, customers, and internal stakeholders to surface messaging gaps and strategic opportunities • Translate insights into recommendations and present to cross-functional teams to drive alignment and action

• Design, develop, and maintain scalable, high-quality software across the full stack. • Write clean, well-tested code and take ownership of features from design through production. • Participate in architectural discussions and contribute to technical decision-making across the team. • Conduct thorough code reviews and uphold engineering best practices and standards. • Diagnose and resolve complex technical issues, proactively improving system performance and reliability. • Collaborate with product managers, designers, and other engineers to translate business requirements into excellent technical solutions. • Mentor junior engineers through pairing, code review, and knowledge sharing. • Create and maintain technical documentation, including architecture diagrams and API specifications. • Participate actively in agile ceremonies - sprint planning, stand-ups, and retrospectives. • Stay current with emerging technologies and help bring new ideas into the team's workflow.

Role Description We’re on the lookout for passionate, forward-thinking Registered Nutritionists and Dietitians to join our team of Health Coaches on a fixed-term basis who are available immediately. Whether you're looking for more flexibility, purposeful work, or the chance to make a real impact, this role delivers. You’ll support people across the UK living with obesity and type 2 diabetes, coaching them through the Second Nature programme via our digital platform. You’ll provide behavioural support that drives long-term lifestyle change, helping people build healthier habits that stick. If you’re excited by the idea of flexible work that fits around your lifestyle and want to be part of a mission to transform how people take control of their health, this is your chance to get involved. As a Health Coach, you'll be the heartbeat of the Second Nature programme, empowering people to take charge of their health. You’ll coach members through a 12-week journey using our digital platform, offering daily support and motivation primarily through written group chats and 1:1 messaging, with occasional voice notes and calls. This regular contact enables our coaches to support hundreds of members every step of the way. You’ll guide members across five key pillars of behaviour change: - Nutrition - Physical activity - Sleep - Stress - Mindset You'll be joining a team of health coaches who do more than offer advice; you'll help build trust, encourage, and create a safe, supportive space where members feel seen, understood, and motivated to keep going. This role supports members across a range of NHS contracts and private partnerships, including the National Diabetes Prevention Programme (NDPP) and Vitality Health. While you’ll be coaching independently, you’ll have the full backing of our experienced team, tools, and training, so you can focus on what you do best: helping people change their lives for good. As part of this role, you’ll also have the opportunity to contribute to coaching calls and webinars that enhance the member experience, keep them feeling supported throughout their journey, and provide an opportunity for you to develop your own coaching skills. Qualifications - Registered/Associate Nutritionist (AfN) or Registered Dietitian (HCPC) - Strong written communication skills - Passion for health, behaviour change, and digital innovation - Solid understanding of the evolving field of nutritional science - Tech-savvy and confident working remotely, independently, and in front of a laptop most of the day - Excellent time management and organisational skills - Experience using behaviour change techniques (e.g. CBT, NLP, MI) Requirements - Previous experience working with people living with obesity and/or type 2 diabetes - Experience in digital coaching or a virtual healthcare setting Benefits - An exciting opportunity to work in one of the UK’s most innovative health tech start-ups - See the real-world impact of your work, helping thousands of people improve their health and wellbeing - Flexible working hours and autonomy to support your wellbeing - 100% remote working from anywhere in the UK - Flexibility through fixed-term contracts - A supportive, mission-driven team passionate about transforming public health To apply Please make sure you complete the application and attach your CV, including your professional registration details. Without these, we won’t be able to take your application forward. If we don't have a chance to get back to you, we're not intentionally being rude, we really appreciate your interest in working with Second Nature, but please assume it's a no for now.

• Develop and implement a best-in-class onboarding strategy that aligns with company objectives and customer success metrics • Identify and refine onboarding workflows to increase efficiency, reduce time-to-value, and improve customer experience • Work closely with Sales, Product, Customer Success, and Support teams to ensure seamless customer transitions and alignment on goals • Design scalable, yet tailored onboarding programs for different customer segments, ensuring proactive engagement and early adoption of key features • Leverage automation and technology to scale onboarding efforts while maintaining a personalized touch • Establish and monitor key performance indicators (KPIs) such as time-to-value, activation rates, and customer satisfaction • Recruit, mentor, and develop a high-performing onboarding team, fostering a culture of excellence and continuous improvement • Gather feedback from new customers to identify pain points and drive improvements in the onboarding experience