Second Nature

• 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

Role Description We are looking to bring on a Customer Support Specialist to help us continue to raise the bar on member experience at Second Nature. This is a specialist customer support role for someone who doesn't just respond to problems, but also thinks about why they're happening, what patterns they reveal, and how things could work better. You'll be a key voice in how we evolve our support function. The role primarily entails: - Supporting our members via email and over the phone throughout their Second Nature journey - Handling complex, sensitive, and escalated queries with confidence, sound judgement, and genuine care - Spotting patterns and trends in member feedback and proactively surfacing insights that can improve our product, processes, or member experience - Contributing to operational improvements, identifying inefficiencies, flagging gaps, and helping build better ways of working - Supporting the onboarding and development of newer team members, sharing knowledge and raising the standard across the team - Collaborating cross-functionally with teams including clinical, product, and operations to resolve issues and close feedback loops This is a fast-paced, operational role where no two days are the same. You will speak to people from a wide range of backgrounds and health journeys, while developing a strong understanding of our programme, systems, and common member challenges. Qualifications - You have experience in a customer-facing role and are comfortable working in fast-moving, evolving environments with changing priorities - You are adaptable, quick to learn new systems and tools - You are naturally curious and seek to understand root causes, not just resolve individual tickets - You are proactive and operationally minded, always looking for ways to improve processes and reduce friction - You bring sharp, structured thinking to complex problems and can communicate clearly under pressure - You take full ownership of complex issues and can manage them end-to-end with strong judgement and minimal oversight - You are confident in handling sensitive and escalated conversations with professionalism and empathy - You are highly organised, able to manage high volumes of work without compromising quality or attention to detail - You are comfortable working cross-functionally with Product, Operations, and other teams to drive resolution and long-term fixes - You communicate clearly, professionally, and empathetically across written and verbal channels, including sensitive or escalated situations Benefits - 25 days holiday plus bank holidays - Private health insurance (Bupa) after 1 year, with options to extend cover over time - Remote-first working, with flexibility to work abroad for up to 4 weeks (within a 2-hour UK time zone) - £200 annual professional development budget, with additional support for role-specific training - Salary sacrifice and Cycle to Work schemes - Quarterly in-person socials and company meet-ups - You will also be part of a mission-driven team, where your work has a direct impact on improving people’s health and tackling obesity and type 2 diabetes at scale. Please note: This is a UK-based role (right to work required), and may include occasional weekend shifts.

• Develop, maintain, and automate key operational and performance reports, dashboards, and metrics (e.g., pipeline generation, sales cycle length, conversion rates, customer retention, GTM ROI). • Conduct deep-dive analysis on GTM performance to identify trends, opportunities, and risks. • Translate complex data insights into clear, actionable recommendations for GTM leadership. • Monitor and track the health of the sales and marketing funnels, highlighting bottlenecks and areas for optimization. • Assist in forecasting and planning processes by providing historical data analysis and performance insights. • Support the optimization and documentation of key Revenue Operations processes to improve efficiency and data quality. • Collaborate with the RevOps and GTM Systems team to ensure data integrity within our CRM (e.g., Salesforce) and other GTM systems. • Partner with Sales, Marketing, and Customer Success teams to understand their reporting needs and provide customized, ad-hoc analyses. • Collaborate with the Enablement team on training materials and provide guidance to GTM teams on how to effectively use reporting tools and dashboards. • Serve as a trusted advisor to functional leaders by providing objective, data-driven insights.

• Own readiness visibility and operational accountability across every product and feature launch at Second Nature. • Own and maintain the Launch Calendar as the authoritative record for all active and upcoming launches. • Facilitate the biweekly Launch Tiering Meeting with the Heads of Product Marketing, Enablement, and Product Management. • Ensure the launch process is clearly run for every launch to ensure plans are activated. • Track org-wide readiness across all functional teams and escalate blockers before they become launch risks. • Provide executive leadership and company-wide visibility and reporting on launch status and risks. • Drive launch retrospectives and own the feedback loop that continuously improves how Second Nature launches.

• Team Leadership & Development • Manage and develop Insurance and Compliance Specialists, setting clear performance expectations, conducting regular 1:1s, and delivering meaningful coaching and feedback. • Build a culture of accountability, empathy, and continuous improvement within the team. • Design and maintain onboarding and training programs that ensure consistent product knowledge, coverage expertise, and service quality. • Identify growth opportunities for direct reports and create development plans that stretch and retain top talent. • Insurance Operations Management • Own day-to-day operations of the Second Nature Insurance program, ensuring SLAs are met across all claim and inquiry workflows. • Oversee claims process, documentation, escalation, and resolution processes. • Serve as the primary escalation point for complex, sensitive, or high-value issues. • Monitor and report on key operational metrics including claim cycle times, resolution rates, CSAT, and SLA adherence. • Vendor & Cross-Functional Collaboration • Manage relationships with third-party insurance partners, ensuring contractual obligations and service standards are consistently upheld. • Collaborate with Product, Operations, Legal, and Vendor Management teams on program enhancements, compliance requirements, and new initiatives. • Partner with leadership team to align insurance strategy with company-wide CX goals. • Process Improvement & Compliance • Identify systemic trends in claims data and customer feedback to proactively surface opportunities for product or process improvement. • Design, document, and continuously refine SOPs for claims handling and customer communications alongside the QA and Training team. • Champion tooling, automation, and data to increase team efficiency without sacrificing service quality. • Ensure all customer interactions and claim details are accurately documented to support audit and compliance readiness. • Customer & Stakeholder Experience • Ensure residents and property management companies receive consistent, empathetic, and transparent communication throughout the claims process. • Serve as the internal subject matter expert on coverage details, eligibility requirements, and claims processes for all stakeholders. • Represent the Insurance Program in leadership discussions with data-driven insights and recommendations.

• Lead and develop a team of Technical Implementation Managers through hands-on coaching, accountability check-ins, and performance feedback. • Ensure smooth customer transitions from discovery through activation and customer handoff, clarifying ownership and accountability throughout the onboarding lifecycle. • Set and track key operational KPIs such as activation rates, onboarding timelines, CSAT, implementation health, and TTV. • Standardize and refine implementation workflows, onboarding playbooks, and operational processes to improve scalability and consistency. • Support your team in conducting effective discovery sessions that uncover customer goals, technical requirements, operational workflows, and onboarding risks. • Guide teams through implementation strategy discussions including system configurations, integration workflows, data mapping, and onboarding best practices. • Act as an escalation point for complex onboarding challenges, implementation blockers, and high-priority customer issues. • Ensure implementation quality through testing validation, QA oversight, and launch readiness reviews prior to customer go-live. • Collaborate closely with Sales, Product, Engineering, Operations, Customer Success, and Support to align onboarding expectations and deliver a seamless customer experience. • Help improve operational visibility through dashboards, CRM workflows, automation tooling, and AI-enabled process improvements. • Encourage operational ownership, accountability, and continuous improvement across the Technical Implementations team. • Stay visible, accessible, and empathetic - especially during periods of ambiguity or rapid growth - helping your team navigate change with confidence and clarity.

• Build Core Platform Infrastructure: Design, develop, and ship core platform components, including workflow orchestration, third-party integrations, and sandboxed execution environments for AI agents. • Drive End-to-End Experimentation: Own the full lifecycle of rapid experiments (hypothesis → build → measure → iterate) to discover what meaningfully improves engineering velocity. • Maintain High-Quality AI Dev Loops: Leverage AI coding agents to write, refactor, and review code, maintaining the strong abstractions and opinionated architecture required for AI to be effective. • Ground AI in Reality: Act as the technical bridge between experimental AI capabilities and real-world engineering workflows, ensuring our tools solve actual pain points. • Full-Loop Ownership: Operate autonomously to take concepts from 0 to 1, delivering tangible improvements and clear signals on AI workflow efficacy without over-engineering the solution.

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, and get an answer to your question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation. So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more. That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers. We’re passionate about turning friction into triple win experiences for residents, investors, and managers. That way renting can be easy and rewarding for everyone. And now you can join us. Apply today to join 200+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win. About the Role We’re looking for a Engineering Manager who will play a dual role as a tech lead including hands-on coding, code reviews, retros, AND a people manager. Reporting to the VP of Engineering, you’ll lead and grow a team of engineers, drive architectural decisions, and remain hands-on in building robust, scalable, and secure systems. You will help scale our software strategy, elevate our technical capabilities, and lead the next phase of growth for our engineering team. This is a high-impact, hands-on leadership role for someone passionate about building powerful software solutions and player/coaching high-performing teams. This role is ideal for someone who enjoys shaping technical vision and mentoring top engineering talent while rolling up their sleeves to write clean, production-ready code. Key Competencies 🧑‍🤝‍🧑 Team Leadership & People Management - Manage and mentor a high-performing team of engineers (5–10). - Conduct regular 1:1s, set career development plans, and provide clear feedback. - Attract, recruit, and retain top engineering talent. - Foster a culture of learning, inclusion, and engineering excellence. - Guide your team through prioritization, technical challenges, and agile delivery. 🛠️ Technical Execution & Hands-On Development - Lead the architecture and implementation of critical features and systems. - Remain actively hands-on with our tech stack - Write clean, scalable, and well-tested code. - Set standards for code quality, security, and system performance. - Lead technical reviews, pair programming sessions, and knowledge sharing. 🔄 Cross-Functional Collaboration - Work closely with Product, Executive Leadership and other stakeholders to define and deliver product features. - Collaborate with other tech leads to set long-term engineering direction and system design. - Communicate technical concepts to non-technical audiences and influence product strategy. About you - 10+ years of engineering experience - 3+ years managing a team of 3+ engineers - A strong understanding of design patterns and architectural thinking - Experience scaling engineering teams in high-growth environments. - Background with domain-driven design, event-driven architecture, or microservices. - Experience with TypeScript, React and Next.js. - Experience with NestJS and PostgreSQL. - Solid understanding of cloud-native architectures with Kubernetes and Terraform. - Proven track record of shipping scalable, secure, and high-performing applications. - Strong leadership, communication, and collaboration skills. - Ability to work a 8 to 5 EST schedule - BONUS: Experience in PropTech, real estate tech, or B2B2C SaaS platforms. We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role. Our Core Values - Pirate Ship; not a cruise ship. Bias towards action. - Massive Growth takes massive growth. We embrace challenges to increase our impact. - Grow the Pie. We focus on results so our customers & their customers win. Triple Win! - Purple Heart. We put the team before ourselves. - Extreme Ownership. See something? Say something; right the ship to get us back on course. - Be a moment maker. We aim to shatter the status quo. Remote Work Statement This position is a remote-first, work from home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a key part of our company story and success. To be successful in a remote work role at Second Nature you must: - Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties - Have a quiet, professional, distraction-free environment in which to complete your work - Have access to your own reliable high-speed internet connection - Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines) AI Innovation We're thrilled about the transformative potential of AI innovation and its ability to drive progress at Second Nature. As we continue to explore and integrate AI into our workflows, we’re eager to learn how you’ve embraced and implemented AI in your professional journey. In the interview process, we look forward to hearing about your experiences and exploring how we can collectively leverage AI technology to accelerate our growth. WHY SECOND NATURE? 🩺 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 The anticipated annual salary for this role is approximately $180,000 - $200,000K, pending final budget and candidate qualifications. This role does not have any variable compensation. The salary range does not reflect total compensation, which includes base salary, benefits, and company stock options. Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.

The Challenge More than 1 in 4 adults in the UK are living with obesity; a chronic condition that often negatively impacts their physical and mental health, and therefore quality of life. Access to specialist weight management services for the treatment of obesity remains limited and varies geographically due to a lack of funding. Existing services face long waiting lists, resulting in treatment delays which can adversely affect patient outcomes. Enter Second Nature... By bringing together the latest behavioural science, psychology, technology, and the talents of our incredible team, our mission is to eradicate obesity and type 2 diabetes for all, and as part of that mission, we are aiming to increase access to effective treatment for people living with obesity. Second Nature provides specialist weight management services to support people living with obesity. We are looking for a Bank Assessment Specialist to join our multi-disciplinary team (MDT) to support our patient assessment process. This is an exciting opportunity to be involved in growth of specialist weight management services in a fast-pace, startup environment. About us: - We've positively changed the lives of over 250,000 people - We're rated 'Excellent' by over 7k of our members on Trustpilot - We're growing extremely quickly & are now a profitable business - We’re one of the few consumer health brands that are commissioned by the NHS and leading health insurer, Vitality Health - We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future - Our team members stay with us for an average of 4.3 years You can find out more about working with us here and here. The role: We are looking to add a dedicated Assessment Specialist to our bank staff, as part of our Specialist Weight Management Service (SWMS), in response to increased service demand. This is currently a 3-month fixed-term bank contract, with the potential to extend subject to service needs. Flexible Working to Suit Your Life This opportunity is ideal for those looking to enjoy the flexibility of bank work: - Work from anywhere in the UK within our operational hours (8am - 8pm, Monday to Thursday; 8am - 6pm on Friday; potential weekend hours). - Choose from a minimum of five hours per week up to 25 hours, with the freedom to manage your own schedule. The primary focus of this role will be to conduct assessments for patients entering our service. Assessments are delivered via video call and involve gathering comprehensive patient information to inform clinical decision-making and identify the most appropriate intervention pathway. Where required, some assessments will also include risk assessments for suicidal ideation/self-harm. You will be working as part of an innovative multi-disciplinary team (MDT), which includes doctors, dietitians, psychologists, and physical activity specialists — all with expertise in obesity. This is a flexible, part-time opportunity with immediate start, ideal for anyone interested in supporting a high-demand service and making a meaningful impact, while gaining experience in an innovative startup environment. Although this is a temporary position, you will have access to clinical supervision and support from a Practitioner Psychologist. What you'll do: - Independently assess patients for intervention pathways within our specialist weight management service - Create individual formulations based on initial screening and assessment, drawing on your own clinical expertise within weight management/eating disorders, psychological theory, current research, and relevant guidelines, e.g. NICE. - Attend regular MDT and supervision meetings to discuss assessments - Appropriately manage clinical risk (e.g. safeguarding concerns) when it arises during assessments - Maintain confidentiality of information in line with the requirements of the Data Protection Act and ensuring that participant confidentiality is protected at all times

• Partner with the leadership team to define and operationalize company strategy. Translate priorities into clear plans, metrics, and accountability across teams. • Design and execute the roadmap to scale by 10x without a linear increase in headcount. Build systems and processes that scale efficiently with increasing complexity and volume. • Identify and implement automation and AI solutions across the customer lifecycle. Apply LLMs, RPA, and workflow automation to reduce manual intervention, improve quality, and accelerate velocity. • Own and reduce Operating Expense as a % of Revenue. Drive measurable improvements in gross margin by optimizing resource allocation and technical leverage. • Overhaul key processes to improve speed, accuracy, and reliability. Elevate onboarding, success and support functions through intuitive, tech-enabled experiences. • Partner closely with Product and Engineering to ensure the "voice of operations" informs the roadmap. Drive the development of internal tools and self-service capabilities that unlock scale.