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Help Centre & AI Manager
Full-time
About Numan
Founded in 2018, Numan is a 300+ person health platform integrating diagnostics, medication, supplements, digital programmes, and doctor consultations — empowering people to take control of their health.
The Role
Own and evolve the knowledge and AI systems that power Numan's Customer Care experience. You'll ensure both 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.
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
We're Looking For
Experience in Customer Care, ideally as a Supervisor or Team Lead
Experience owning or managing a knowledge base, help centre, or support platform (Intercom preferred; Zendesk, HubSpot, or similar also welcome)
Hands-on experience with AI-powered support tools — AI agents, copilots, automation workflows
An AI-first mindset — curious, analytical, and excited about improving systems
Understanding of how automation and integrations work (API awareness is a strong plus)
Comfortable owning a high-impact, high-visibility function in a fast-moving scale-up
Detail-oriented, patient-first, and committed to quality and safety
Bonus Points
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
Familiarity with knowledge governance, audits, or quality frameworks
