Customer Support Associate

🐦 About Birdie

Birdie is the leading home healthcare technology platform that aims to radically transform the lives of older adults. Its all-in-one solution supports around 4.8 million (and growing) care visits every month, equipping care providers with the tools they need to deliver better quality care and improve efficiency across most day-to-day operations. This enables us to collect over 1.5 billion data points on care recipient wellbeing each year, making Birdie the holder of the largest structured community healthcare dataset in Europe.

Birdie was founded in 2017, a B-Corp certified company that leverages technology to reimagine home care. With a total raise to date of $55M, we secured our Series B funding in 2022 led by Sofina, Omers, and Index Ventures, fuelling our mission to transform care.

Recognised for its innovation and impact, we have received numerous accolades, including ranking 6th in the 2023 Deloitte UK Technology Fast 50 and 21st in Deloitte's EMEA Technology Fast 500 in 2024. We joined Tech Nation's prestigious Future Fifty 2024 cohort and was featured in the Sifted 100 list of fastest-growing UK & Ireland startups in 2024. Furthermore, Birdie was named an NHS England Assured Supplier for Digital Social Care Records in 2023 and won the Innovative Solutions in Home Care Award at the 2024 Leaders in Care Awards.

Check out our principles and join us at Birdie as we continue to push the boundaries of what's possible in home healthcare. Together, we will continue to make a meaningful difference in the lives of millions.

⚡️ Your mission

Your mission as a Customer Support Associate is to help our partners and their caregivers to have the best possible experience with Birdie, providing support across our live chat, email and phone channels, with a human and personal approach. You'll be responsible for investigating, triaging, escalating and resolving any issues raised by care managers and care professionals. Our product is a care management, rostering and billing platform for the care industry and you will be assisting with its usage and understanding.

You'll be the voice of our customers internally at Birdie and will become the go-to expert on customer needs and be able to communicate this feedback to the Product, Engineering and Marketing teams.

It is a 40 hour working week, 8 hours a day, 5 days a week working between Monday to Friday (7am-8pm) as well as the occasional weekend day (9am till 6pm). Weekend shifts are worked on rotation within the team with time given back in lieu in the week.

🦸‍♀️ How you will contribute:

• You will be the first point of contact for care agency managers, care providers and family members providing them with support and advice through various communication channels including chat, email and phone.
• Contribute to the maintenance and ongoing development of our internal knowledge-base for Support queries.
• Significantly improve Birdie user satisfaction thanks to your outstanding and consistent levels of support.
• Achieve all Support Related KPI's, including Response Times, Satisfaction Ratings, Close Times and chats closed per hour.
• You care deeply about providing great support and will be seen as a brand ambassador.
• By engaging with home care agencies, you will start to understand agency managers and caregivers requirements and will proactively suggest solutions and/or technical improvements to significantly improve the Birdie experience.

🤩 We’d love to hear from you if:

• You have brilliant written and verbal English communication skills.
• You have the confidence and ability to decipher a wide range of queries.
• You have experience of working in Customer Support and ideally supporting a technical software platform/package.
• You have experience using Live Chat support systems and are also comfortable giving email and telephone based support.
• You're a self starter, comfortable working independently, but also know when to ask for advice or support from others.
• You are passionate about customer support and are committed to going above and beyond for your customers, pulling in whatever resources are needed to deliver a great experience for them.
• You are comfortable with a start-up environment, fast-moving projects and agile approaches, able to prioritise and manage multiple tasks at once. Not all processes and procedures are documented so you will have the opportunity to help shape the way we do things.
• You have a good understanding of, and an interest in technology.
• You have experience working with multiple and sometimes complex systems and are not afraid to learn new skills quickly.
• You are excited to get stuck in with a fun and diverse team.
• These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. We promote a diverse, inclusive and empowering culture at Birdie, so please apply if you meet the majority of these competencies.

🙌 What are the benefits?

People are our core strength. We are social entrepreneurs, boasting an outstanding culture with strong values (B-Corp certified). We offer intentional benefits and invest in our team's growth, satisfaction and ability to thrive:

✨ Compensation

Our salary packages are competitive, the role is £30k. We also grant generous stock options to any permanent employee at the end of the probation period. We adjust salaries based on the cost of living index for employees based outside of the UK.

🏝 Location

This role will need to be based in the UK. We organise regular in-person events and online socials to make sure you can meet up with peers.

Birdie does not currently support any visa applications and therefore we do require permanent right to work in the UK.

🌱 L&D budget

Learning an growing is a fundamental part of Birdie life. You'll have an annual personal development budget to put towards books, courses, trainings and conferences; continuous coaching within the team and with external experts.

🏡 Work From Home budget

Making your workspace comfortable is important to us, you’ll have access to a WFH equipment budget to ensure you have what you need.

🌴 Paid time off

We offer 33 days of holiday (inclusive of bank holidays) and close between Christmas and New Years outside of this. We also support you in celebrating the big moments, all Birdies get an extra “Birthday” day off and can choose to take it at any point in the year.

🫶🏻 Birdie giving days

Birdie is a B-corp and we care deeply about ethical and social impact. Birdie will pay you for 2 days of volunteering (to a cause you’re passionate about) each year.

🌍 Sabbaticals

We want Birdies to stick around for a while! After 4 years you can choose to take a sabbatical of up to 3 months.

👩‍⚕️ Private health insurance & Gym and wellbeing discounts

Comprehensive health insurance with AXA that covers many physical and mental health costs. Gym discounts and numerous other wellbeing perks via Happl.

🚲 Cycle to work scheme

Birdie will buy a bike up-front and you can salary sacrifice to pay-off over the next 12-36 months

👼🏽 Parental Leave

Highly favourable parental leave policy; once you have spent twelve consecutive months on our payroll, primary caregivers are entitled to 26 weeks of parental leave at 100% of your usual salary and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.

🐣 Fertility Leave

Birdie recognises the emotional and physical challenges of fertility treatment and investigations, and supports all Birdies by offering 5 additional paid days of leave.

👵🏻 Employer pension contribution

Birdie contributes 4% of your salary to your pension when you contribute 5% (UK Birdies)

⛷ Frequent company socials, trips and meals

We organise many socials, quarterly retreats and annual company-wide retreats

🤗 Exceptional culture

We see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Read The Birdie Way to learn more.

🌈 Diversity, Equity, Inclusion and Belonging

At Birdie, we're committed to creating an environment that promotes diversity, equity, inclusion and belonging.

It's essential to us that you’re able to bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise and all applicants will be considered for employment without attention to these aspects.

If you have any questions regarding the interview process, or if you need any reasonable adjustments to be made, please don’t hesitate to contact us.