• Serve as the first point of contact for customer inquiries, providing timely and effective resolutions • Build and maintain strong relationships with customers to ensure satisfaction with EverAI’s products and services • Provide customer support via email, Discord, and eventually other channels (e.g., live chat) • Educate customers on product features, troubleshoot issues, and make tailored recommendations • Monitor customer engagement and proactively address concerns to enhance the user experience • Collect, record, and communicate customer feedback and insights to the internal team • Adapt to shifting schedules and coverage needs as the team grows • Engage in continuous learning and professional development to enhance customer success skills • Consistently meet performance targets set by the Leadership team to align with the company's vision

• Respond to customer questions, concerns, and requests via chat, email, and tickets in a timely, courteous manner. • Guide customers through processes, including account management, gameplay, deposits, withdrawals, and bonus inquiries, ensuring clarity and satisfaction. • Resolve customer issues effectively on the first interaction (FTR) whenever possible to enhance the customer experience. • Escalate complex or sensitive issues to the Shift Leader or relevant department, following defined procedures to ensure quick resolutions. • Adhere strictly to the company’s Code of Conduct, maintaining professionalism, confidentiality, and integrity at all times. • Follow company quality standards, service protocols, and regulatory requirements to ensure a consistent and secure customer experience. • Stay updated on all product changes, service updates, and procedural improvements to ensure accurate and current information is provided to customers. • Meet and exceed performance metrics, including response time, handling time, CSAT (Customer Satisfaction), and FTR (First-Time Resolution).

We’re hiring a Junior Customer Support Associate to join our Customer Support Team, helping to drive improved member outcomes and engagement across our programme. We’re a leading digital health company partnering with the NHS to support people in making sustainable, long-term lifestyle changes. If you thrive in a self-starter, target-driven environment and enjoy meaningful conversations with people over the phone, this role could be a great fit for you. About the Role You’ll be part of a proactive outbound calls team focused on connecting with members at meaningful moments throughout their health journey. From welcoming new members into the programme, to checking in on progress such as weight readings, your role is to provide reassurance, encouragement, and practical support that helps people stay engaged and moving forward. You’ll work with a diverse range of members referred to Second Nature through trusted healthcare partnerships with the NHS and Vitality. Every conversation is a chance to build rapport, listen carefully, and respond thoughtfully, helping members feel understood, supported, and confident as they work towards lasting, positive change.

• Facilitate intake calls via video and audio, providing customer service and support to callers • Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews • Log and track both calls and scheduling requests while servicing clients by typing notes into our proprietary system • Balances high-volume calls with essential administrative duties, ensuring all end-of-day reports are submitted • Demonstrates exceptional organizational skills by prioritizing urgent administrative requests alongside daily customer support functions • Cultivates a premium service environment for high-value clients as part of a Concierge Service Line • Delivering a ‘white-glove’ service experience with personalized attention and refined professional demeanor