Customer Success Advisor

🚀 About us

Are you looking for the opportunity to work at a mission-led, high growth startup that does meaningful work? If so, we might be right for you! KareHero is on a mission to empower one million working adults to successfully juggle work and caring responsibilities for their elderly loved one.

We help families get their time back from the burden of understanding, finding and funding care.

At KareHero, you’ll be joining a passionate bunch of folk who are committed to tackling one of the biggest problems of our time - and having some fun along the way!

We are a remote first company, primarily working from home. Our team is currently based across various parts of the UK. There will be an expectation for occasional travel within the UK as part of this role for group participation work.

Please note that you must have the right to work in the UK and we cannot fund Visa sponsorship at this time.

🏷️ About the job

We’re looking for an energetic and enthusiastic Customer Success Advisor to join our growing Care team at KareHero, who will support our customers along their journey through later life care. The role will be integral to helping us deliver operational excellence as we scale to reach more customers.

This is a wonderfully rewarding opportunity to put your IT and communication skills to the test, while developing your knowledge of adult care to really make a difference to people in their hour of need (but don’t worry, we’ll teach you all you need to know in our Care Academy!).

What might a typical work day look like?

Your days may be varied; however typically you’ll be handling and triaging customer calls and emails that come in though our ‘Care Concierge’ service referral channels.

You’ll also handle enquiries that come through our Care Directory, helping to strengthen our relationships with care providers and care seekers.

You’ll be embedded into our broader Customer Success and Care Expert team and report directly into the Head of Customer Success.

🫵 About you

Skills and experience

We’re looking for a self-starter who enjoys teamwork and collaboration whilst being very comfortable with the change, variety and challenge that comes with working in a startup.

We’d love to talk to you if you have:

• Prior experience in a Customer Success or Customer-facing role is preferred, but not required.
• Exceptional IT and technical skills is a must, including an ability to quickly learn new technologies and systems - prior experience with HubSpot (or another CRM) is preferred.
• Confident communicator, you'll spend lots of time on the phone and answering emails. You'll find it easy to build customer rapport and it will be reflected by how happy our customers are!
• Incredibly organised, as well as high attention to detail. This role is all about helping us deliver an excellent service efficiently - you'll keep on-top of things that matter.
• Fast-learner - be able to quickly develop knowledge in adult and social care to be able to handle customer enquiries. You’ll also have to get to grips with new and changing processes as we continuously learn how to deliver effectively at scale. 
• Team-player - the role will demand you to work highly collaboratively within Customer Success and across the organisation. 
• Exceptional listening skills - you’ll be able to communicate in a clear yet empathetic manner particularly when you’re supporting and guiding a customer through their often stressful care journey.
• A flexible ‘can do’ approach to your work - this role will require different degrees of juggling between delicate conversations with customers and other essential tasks. You’ll need to be happy to adapt your schedule and deliver great quality work whatever way the split falls on a particular day. The ability to keep composed in a busy environment is essential.

🎁 Benefits

• Competitive salary of £28,000 - £31,000 PA FTE based on experience.
• A generous holiday allowance of 25 days plus bank holidays a year, plus your birthday day off.
• Enhanced pension scheme with 3% employer contribution (after successful probation period).
• Flexibility - we work from home helping you fit your work around your life.
• Wellbeing benefits under YuLife, an award-winning benefits provider.
• Generous EMI shares.
• Up to 7 days paid carer leave per year to care for a loved one.
• The best IT equipment for the job - we know how important it is to have the right set up.

Company values

• Caring: We are Family Caregivers building a company for family caregivers. We are here to co-create our company with empathy for each other, for the good of our mission. We are inclusive and care about our work and each other. We all understand that we will get there quicker together and better if we are happy.
• Mission-Driven: If it doesn't help caregivers, we don't do it.
• Outcome-Focused: We are always thinking, 'How does this help our mission and our company objectives?' We prefer outcomes over output.
• Customer-Centric: We share the responsibility of building and maintaining an understanding of caregiver needs, pains, and what they need to get done. We always start with the caregiver.
• Practical: We love to dream, to think, to ideate, but what we love most of all is seeing measurable positive impacts for working caregivers.

Want to join us on the journey?

To be part of things at KareHero please submit your CV/video, your salary expectations, confirmation of your right to work in the UK and answer our brief questions to help explain why you’re the best fit for this role. Don’t forget the cover letter - it's the best way we have to get to know you!

Our recruitment process for this role:

• 30-minute screening call.
• Take-home case study exercise.
• 2nd stage interview with our Head of Customer Success.
• 3rd stage interview with our Founder & CEO.

All interview stages can be facilitated remotely. We anticipate the hiring process to take no longer than 2 weeks.

We welcome applications from all backgrounds and perspectives and we can offer interviews at times that suit you if you have caring responsibilities, or find it hard to take time off work. If you consider yourself to be disabled under the Equality Act 2010 and would like to discuss reasonable adjustments for any part of the interview process then please simply flag this within your application.