Knowledge Manager
London
Operations – Customer Care /
Permanent /
Hybrid
About Numan
Founded in 2018, we’ve already grown to be a 300+ team distributed across the globe, united by a singular mission: empowering people to take control of their health.
Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life.
To deliver on our transformative mission, we are guided by our 5 company values:
• Patients first.
• Learn fast.
• Own the quality.
• Succeed together.
• Care deeply.
Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!
The Role
We’re looking for a Customer Care Knowledge Manager to own and evolve the knowledge and AI systems that power Numan’s Customer Care experience. This role is critical to scaling safely and efficiently. You’ll ensure that both our human agents and AI tools are always working from accurate, up-to-date, and structured knowledge. This is a strategic individual contributor role at Team Lead level, with significant ownership across Customer Care, Product, and Platform teams.
Longer term, this role opens pathways into Platform Management, AI & Automation leadership, or Head of AI roles as the function continues to grow. Customer Care at Numan is rapidly evolving from a traditional agent-led model into a hybrid human + AI operation. This role is central to that evolution.
You’ll be:
- The single owner of Customer Care knowledge across internal tools, public Help Centre, and AI systems.
- Ensuring agents and AI always have access to accurate, current, and compliant information.
- Driving improvements in automation, resolution rates, and agent efficiency.
- Leading the AI improvement cycle: Analyse → Train → Test → Deploy.
- Auditing and quality-checking AI responses to maintain safety and patient trust.
- Optimising tools like Fin Copilot to support faster, higher-quality agent responses.
- Keeping macros and snippets clean, relevant, and effective.
- Working cross-functionally to support new AI capabilities and system integrations.
- Operating comfortably in a fast-moving environment where knowledge and priorities evolve daily.
We’re looking for someone who:
- Has experience in Customer Care, ideally as a Supervisor or Team Lead.
- Has owned or managed a knowledge base, help centre, or support platform (Intercom preferred; Zendesk, HubSpot, or similar also welcome).
- Has hands-on experience with AI-powered support tools (AI agents, copilots, automation workflows).
- Brings an AI-first mindset — curious, analytical, and excited about improving systems.
- Understands how automation and integrations work (API awareness is a strong plus).
- Is comfortable owning a high-impact, high-visibility function.
- Thrives in a scale-up environment where pace and change are constants.
- Is detail-oriented, patient-first, and committed to quality and safety.
- Interest in the future of AI, automation, and platform ownership within Customer Care.
It’s a bonus if you have:
- Experience in healthcare, regulated, or compliance-led environments.
- Exposure to API-based integrations or system-to-system automation.
- Experience scaling or optimising AI resolution rates in a Customer Care setting.
- Background in a startup or scale-up environment.
- Familiarity with knowledge governance, audits, or quality frameworks.
- Experience supporting or mentoring agents on AI adoption.
Our benefits include...
📈 - Share options.
🏖 - 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
🧸 - Enhanced maternity and parental leave.
💼 - Employee assistance programme (access to therapy, financial planning and discounts).
⚖️ - Generous pension (includes both employee and employer contributions).
💻 - Flexible working options, including a dog-friendly office in Farringdon.
📚 - Personal training and development budget via Learnerbly.
👟 - Wellhub membership, giving you access to over 2,000 locations in the UK.
🚲 - Cycle to work scheme.
🚆 - Season ticket loan.
% - Discount on Numan products for your friends and family.
🤲 - Paid volunteering days.
📅 - An additional 2 weeks off once you reach your 5th anniversary with Numan.
Diversity at Numan
At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.
We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.
Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.
