Employer: Birdie Care Services
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, mostly working Monday to Friday but will cover weekends on approx. 6 week rotation with 2 days off in lieu the following week (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 some 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. All of this will be on a 6-7 week rotation with plenty of notice. This will not start until after full training.
- 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 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.
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 are not afraid to ask for help or a 2nd opinion
- You have experience using Live Chat support systems and are also comfortable giving email & telephone based support
- 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 have a good understanding of, and interest in technology.
To be successful in this application you will need to have had previous customer service experience and be based in the UK.
The Interview Process
1. Meet Jack and learn more about Birdie
You will first meet Jack over a Google Meet. There is nothing to prepare for this chat, it is a chance to learn more about Birdie and to tell us all about you!
2. The Expertise Interview
Now it’s time to meet the hiring manager, our head of support Kiesha. Again, nothing to prepare for this one!
Kiesha will be the perfect person to field your role specific questions. It is a chance for us to explore your experiences, how you work and where you may fit in.
3. The Project Session
Now you get to meet a couple of our support team! The team will share some of the work they do, ask how you might approach certain tasks and explain what customer support at Birdie is all about.
4. The Values Interview
Here you will meet a member of the Birdie team from a different chapter. This conversation allows us to explore your motivations, values and how you can be a great add on to Birdie.
5. Meet a Co Founder
The final step in the process gives you the chance to meet one of our amazing cofounders! You will spend 45 minutes with Max, Gwen, Abeed or Raj. A great opportunity to ask any final questions and learn more about how Birdie was born!!
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
The salary for this role is £25k. We also grant generous stock options to any permanent employee at the end of the probation period. We do adjust salaries based on the cost of living index for employees based outside of the UK.
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 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.
Pension employer contribution
Birdie contributes to your pension
Frequent company socials, trips and meals
We organise many socials, retreats and 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.