Customer Support Associate

London, England, United Kingdom

12/6/2024

🐦 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 millions of 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. Birdie is B-Corp certified and was recently named as a top two Home Health Tech provider globally in the cohort of top 150 Most Innovative Digital Health startups by CB Insight in 2021.

Launched in 2017, Birdie is a team of socially motivated care, health, product and tech entrepreneurs. We were nominated one of the top 10 UK startups to watch, the SME with the best culture in the UK and was in the 2020 Business Cloud Top 50 Start Up's list. In 2021 we were names no.9 in Start Up's top 100 innovative and disruptive businesses as well as being accepted into Tech Nation's 2021 Upscale 7.0 program. As of June 2022 we closed our series B funding with £25m invested by Sofina, Omers & Index ventures.

⚡️ 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 (employer net promotion score of 67) with strong values (B-Corp certified). We offer exceptional benefits and invest massively in our team's happiness, wellbeing and growth:

✨ 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. If you want to come to the offices in London or Berlin, you're most welcome of course!

Birdie cannot currently support any visa applications, we do require permanent right to work in the role’s location.

🌱 L&D budget

Growth is key. 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.

🌴 Base holiday

33 days base holiday (25 days + 8 bank holidays)

🎄 Christmas leave

Birdie closes between Christmas and New Year so you can have some down time with your loved ones. This is in addition to your base holiday!

🎂 Birthday leave

An extra day off for your birthday (you can take this whenever you want during the year)

🫶🏻 Birdie giving days

Birdie is a B-corp and we care deeply about social impact this means you can take 2 paid days each year for volunteering to a cause you’re passionate about.

🌍 Sabbaticals

We recognise that sometimes a longer break is desired, that’s why as of 2024 we have introduced a sabbatical policy. When you have been with us for 4 years you can take up to 3 months off.

👩‍⚕️ Private health insurance

Comprehensive health insurance with AXA that covers many physical and mental health costs

☀️ Gym and wellbeing discounts

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 which may arise during fertility treatments, 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.

❓Why Birdie?

Join Birdie and seize this unique opportunity to shape the future of a transformative tech startup, to create positive social change, and develop yourself very fast in a flexible, close-knit & transparent organisation.

We have a grand vision to transform how society deals with ageing,we dream big and speed is of the essence.

We’re all entrepreneurs at Birdie.

We’re highly collaborative and iterative. Everything we do is transparent to anyone, be it objectives and key results, compensation packages and equity or strategic conversations.

Growing with trust is key. Everyone sets their own development plan and gets support to learn fast, from training to books or coaches. We live by radical candour: we give honest feedback and care deeply & personally about each other.

Join us now to improve the lives of millions!

⚖️ Equal Opportunities Statement

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

We endeavour to embrace diversity, and promote an inclusive environment for all Birdies, and actively work towards this with our Diversity & Inclusion Committee.

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.

Compensation Range: £30K