Customer Support Associate

Your mission

Your mission as a Customer Support Associate is to help our clients and their caregivers to have the best possible experience with Birdie, providing support across our live chat, email and soon to be telephone channel with a human and person centred approach. You'll be responsible for investigating, triaging, escalating/resolving any issues raised by customers. Our product is a care management, rostering and billing platform for the care industry and you will be assisting with it's usage and understanding.

You'll be the voice of our customers internally at Birdie and will become the go-to expert on customers needs and be able to communicate this feedback to the Product, Engineering and Marketing teams. It is a 40 hour working week on rotation over 5 days (once training has been completed).

How you will contribute:

• You will be the first point of contact for care agency managers, Care providers and family circle members providing them with support and advice through various communication channels including chat, email and telephone
• There is a need for weekend and weekday evening working on a rota basis. 6pm to 8pm Monday to Friday will be paid as overtime and if you work over a weekend you will get 2 days off the following week.
• By becoming a Product Expert. You can answer all product questions and are able to take a proactive approach by creating Articles / Content that will allow users to solve issues themselves
• Contribute to the maintenance and ongoing development of our internal knowledge-base for Support queries
• Significantly improve Birdie users satisfaction thanks to your outstanding and consistent levels of support
• Achieve all Support Related KPI's, Response Times, Satisfaction Ratings, Close Times
• You are consistently perceived as a vibrant ambassador of the Birdie brand, values and products among home care agencies.
• By engaging vibrantly with home care agencies, you will collect agency managers and caregivers feedback and proactively suggest solutions and/or technical improvements to significantly improve the Birdie experience; you may also personally drive or experiment some of these suggestions

Requirements

We’d love to hear from you if:

• You have brilliant written and verbal English communication skills
• You have experience of working in Customer Support and ideally supporting a software platform/package
• You have an excellent attention to detail
• You have experience using Live Chat support systems and are also comfortable giving email & telephone based support
• You can simplify the most complex topics in a way that anyone can understand
• You're 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 needed to deliver a great experience for them
• You are comfortable with a start-up environment, fast-moving projects and agile approaches and able to prioritise and manage multiple tasks. Not all processes and procedures are documented so you will have the opportunity to help shape the way we do things.
• You are excited at the opportunity to work in a social care disrupter and change the way we age.
• You have a good understanding of, and interest in technology.
• You are independent and self motivated with a hunger to learn and develop

To be successful in this role will will need to have had previous customer service experience and we would also ask you to include a hobbies/interests section on your CV. At this stage we are only accepting UK based applicants

Benefits

🙌 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 £23k-£25k DOE. We also generous grant stock options to any permanent employee at the end of the probation period.

🏝 Flexible

With Covid-19, we have decided to be a fully distributed team. We organise quarterly in-person events and online socials to make sure you can meet up with peers. If you want to come to the office, you're most welcome of course!

🌱 L&D budget

Growth is key. You'll have a personal development budget to put towards books (e.g., free audible subscription), courses, trainings and conferences; continuous coaching within the team and with external experts

🌴 Base holiday

33 days base holiday (25 days + 8 bank holidays) + Christmas eve day off

👩‍⚕️ Private health insurance

Private health insurance with Vitality that covers many physical and mental health costs

☀️ Gym and wellbeing memberships

Gym membership and numerous other wellbeing perks and discounts via Vitality

🚲 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 12 consecutive months on our payroll, primary caregivers qualify for 26 weeks parental leave at full pay and secondary caregivers qualify for 12 weeks at full pay.

👵🏻 Pension employer contribution

Birdie contributes to your pension

⛷ Frequent company socials, trips and meals

We organise many socials, quarterly retreats and annual trips (like our epic ski trips)

🤗 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.