Customer Service Agent (Hybrid)

  • Operations
  • London, United Kingdom

Customer Service Agent (Hybrid)

Job description

About Us

Men don’t look after their health unless they have to. We want to change that from the ground up. We are building the global destination for men's health, scaling at an incredible pace and leading the charge to help improve the lives of men everywhere. We started from the UK, then expanded to Brazil and are currently looking to bring our product to many more people across the world.

We’re de-stigmatising how men approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help men proactively improve their health and wellbeing. A place that didn't exist until now.

After a $30 million Series A round from the US and Europe's top investors that have also invested in Peloton, Oatly, Deliveroo and Farfetch, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion.

This is an exciting time to join the UK's fastest growing men's health destination and help supercharge our mission.

The Role

We are looking for a motivated and empathetic individual to join our customer service team. We need you to be the voice of Manual for our customers, helping to solve their problems and answering their questions, as well as being an advocate for our customers across the business. This is a great opportunity for someone looking to join a high growth company and get exposure to different aspects of the business, as in customer service, you will be expected to be a fountain of knowledge of all things Manual and work closely with other teams on operational and customer facing processes.


  • You will be responsible for responding to customers across all contact channels and to a level to maintain strong customer satisfaction and within our SLA's
  • Maintaining thorough and accurate customer service records, keeping confidential records and financial information private and secure
  • Helping customers register online and process their orders, offering alternative products and add on services, where appropriate
  • Assisting the financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer
  • Communicating with customers about their orders, including any delays or changes in delivery
  • Working with the Pharmacy team to update missing information, perform ID checks and report faults
  • When called upon, contacting customers as part of an outbound phone campaign
  • Report feedback from customers regularly and accurately with associated data
  • Working hours will be Tuesday to Saturday or Sunday to Thursday but flexible depending on business needs


We are looking for someone with:

  • Customer service experience ideally in a digital capacity
  • Excellent communication skills
  • High level of empathy and strong interpersonal skills
  • Nice to have previous experience in the health, wellness, hospital, pharmaceutical or digital industries
  • Problem solving skills
  • A person who uses their own initiative and is proactive
  • Enjoys working in a fast paced environment