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: Empowering Compassionate Care, One Interaction at a Time.

Imagine a world where technology empowers caregivers to provide exceptional support, enabling older adults to live fulfilling lives at home. At Birdie, we're making that vision a reality. We're not just building software; we're building a lifeline for families and a platform for compassionate care. As a Customer Support Associate, you'll be the voice of our users, the problem-solver they trust, and a key player in revolutionising the home care industry.

Your mission is to be the beacon of support for our partners – care agencies and their dedicated caregivers. You'll be the bridge between them and our innovative care management platform, ensuring they have the tools and knowledge to provide outstanding care. You'll transform complex queries into simple solutions, turning challenges into opportunities for improvement. You'll be more than just support; you'll be a trusted advisor, a product expert, and a passionate advocate for our users.

🦸‍♀️ How You'll Make a Real Difference:

• Be the Frontline Hero: You'll be the first point of contact, providing empathetic and efficient support via chat, email, and phone. You'll listen, understand, and resolve issues with a human touch, building lasting relationships.

• Become a Product Maestro: Dive deep into our platform, mastering its intricacies to become the go-to expert. You'll proactively share your knowledge, empowering users to self-serve and thrive.

• Drive Continuous Improvement: Your insights will be invaluable. You'll identify trends, suggest process improvements, and collaborate with Product, Engineering, and Marketing to enhance the Birdie experience. You'll be a change agent, shaping the future of our product.

• Champion User Satisfaction: You'll not only meet but exceed our support KPIs, turning every interaction into a positive experience.

  • Performance Excellence: Consistently achieve key metrics:

    • Response Times: Under 5 minutes.

    • Satisfaction Ratings: Above 90%.

    • Average Handling Time: Under 15 minutes.

    • Daily Interaction Volume: 40+ conversations, handling diverse complexity.

  • This is not just a target, it is the base line of excellence we expect.

• Fuel Growth Through Knowledge: Leverage your growth mindset to become a Subject Matter Expert. Proactively identify and communicate your development needs, and contribute to internal and external knowledge sharing.

• Spot Trends and Innovate: You will actively seek out and identify trends within customer interactions, using this data to drive process improvements and enhance the Birdie experience.

🤩 What Makes You the Perfect Birdie?

• Experience That Matters: 2+ years experience in Customer support and any experience in telesales, account management, or customer success would be nice to have, ideally within a complex product or highly regulated industry. You are cusping onto a lead role, and ready to show your senior skills.

• Communication Superstar: Exceptional written and verbal English skills, with the ability to simplify complex information and communicate effectively with diverse stakeholders.

• Problem-Solving Pro: Confident in deciphering complex queries and providing clear, concise solutions. Another nice to have would be experience in troubleshooting complex issues using technical systems.

• Tech Savvy: Comfortable with live chat systems, email, and phone support, and eager to learn new technologies.

• Self-Driven and Adaptable: A self-starter who thrives in a fast-paced, agile environment, embracing change and taking initiative. You have a "fail fast" mentality.

• Mission-Oriented: Passionate about making a positive impact on the lives of others, and driven to contribute to a mission-driven organisation.

• Growth Mindset: Driven to expand your knowledge and skills, with a proactive approach to learning and development.

• Customer Obsessed: You understand that great support is more than just resolving issues; it's about building relationships and creating exceptional experiences.

Why Birdie?

At Birdie, you'll be part of a passionate and diverse team dedicated to transforming the future of home care. You'll have the opportunity to make a real difference, learn and grow, and contribute to a mission that truly matters. We offer a supportive and collaborative work environment, where your ideas are valued and your contributions are recognised. Join us and be a part of something extraordinary.

Ready to make a real impact? Apply now and join the Birdie family!

🙌 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.