Customer Support Specialist

Job description

🐦 About Birdie At Birdie, we’re reimagining care for older adults. We’re building the technology that powers the future of home healthcare, empowering care teams with tools to deliver better, more dignified care, and enabling older people to thrive in their own homes for longer. Our all-in-one solution powers millions of care visits every month, equipping care providers with the tools they need to deliver exceptional, efficient care. We’re not here to tinker at the edges. We’re here to radically transform a broken system. That’s why we’ve built an all-in-one platform that supported over 60 million care visits and enabled care for 116,000 individuals in 2025 https://www.birdie.care/blog/birdies-year-in-review-2025, and we continue to grow our impact. We’re scaling fast, but staying true to our purpose. That’s why we’re proud to be a B Corp, using business as a force for good. Founded in 2017, Birdie is backed by world-class investors like Index Ventures, Sofina and Omers. In 2023, we ranked #6 in the Deloitte Fast 50 https://www.birdie.care/awards, making us one of the fastest-growing tech companies in the UK. You can check out more about our impact and recognition here https://www.birdie.care/awards. But speed isn’t the point. Impact is. ⚡ Your mission Your mission as a Customer Care Consultant - internally known at Birdie as a Partner Care Consultant - is to ensure our partners and their caregivers enjoy an exceptional experience with Birdie. This is fundamentally a customer support role, but it goes far beyond handling queries; it’s about building strong, trust-based relationships through proactive, human-centred engagement. You will not just be reacting to issues via live chat, but actively anticipating our partners' needs. Through scheduled check-in calls and regular touch points across our live chat, email, and phone channels, you will seek to understand their goals, uncover hidden challenges, and provide tailored guidance to help them unlock the full value of the Birdie platform. You’ll be the voice of our partners internally, becoming an expert on their needs and gathering crucial feedback that you will share with our Product, Engineering, and Marketing teams. Your ability to act as a trusted advisor, providing both expert technical support and genuine proactive care, will be instrumental in boosting partner satisfaction, retention and success. This is a great opportunity for someone who wants to stay close to the action while helping us build - you’ll get to own our knowledge strategy and lead internal projects that directly drive your career progression as we scale. 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 agencies, care providers, and family members, providing them with exceptional support and advice through various communication channels including live chat, email, and phone - Through proactive scheduled and outbound calling activities, you will conduct structured check-ins and escalation support with partners to uncover hidden issues and opportunities, ensuring they get the most value from Birdie - You’ll not only solve issues with confidence and empathy but proactively anticipate needs, helping to prevent problems before they arise and turning challenges into opportunities for growth - As you develop deep product knowledge, you'll confidently support partners with their queries, offering guidance and reassurance that supports both immediate resolution and long-term retention - You will contribute to the maintenance and ongoing development of our internal knowledge base, creating clear and helpful resources for both our partners and the wider Birdie team - Achieve all Partner Care Team related KPI's including response times, satisfaction ratings, handling time, chats closed per hour along with high call connection rates and quality assurance scores to ensure our partners receive the care they deserve. 🤩 You’ll thrive here if... - You have experience working in a fast-paced SaaS support role and you’re comfortable jumping between live chat and email. You’re used to keeping up with high-volume targets like quality assurance (QA) scores, customer satisfaction (CSAT) and average handle time (AHT) – and you know how to work efficiently without letting the quality of your support dip. - You’re comfortable making proactive outbound calls to check in on customers, digging deeper to uncover hidden issues and patiently guiding them through the platform. - You have a track record of identifying and solving process gaps. You have specific examples of when you noticed a recurring issue and proactively updated a help guide or internal document to prevent it from happening again. - You have a proven ability to break down technical software problems into clear, easy-to-follow steps for non-technical users. - You’re driven by feedback and personal growth, and you have experience working with QA reviews and performance coaching. You can point to times where you’ve used that feedback to sharpen your skills, and you enjoy diving into your own data to find ways to level up - You’re a proactive learner who flags blockers early. You have experience working in fast-moving environments where you’ve had to speak up and seek answers when stuck. You take ownership of your learning – whether it's mastering a new product feature or asking for help – to ensure your knowledge stays sharp and the team moves forward. 🧠 Imposter syndrome is real — and we don’t expect you to tick every box. If you're excited about our mission and think you could make a difference here, we want to hear from you. 🌈 What you’ll get from us We believe people do their best work when they’re supported, trusted and inspired. Here’s how we build a world-class employee experience: 💸 Compensation - Competitive base salary, reviewed against benchmarks annually - Generous stock options - because we’re building this together - Bi-annual performance cycles with individual compensation reviews 🧠 Learning & Growth - Annual personal learning budget and access to training, coaching and mentorship - Time and space for growth - you set your development goals, we back them 🏡 Flexible Working - Ideally we’d love for this person to be in our London HQ twice per week. If you can’t make that work but you’re happy to come a couple of times per month, and you fit our requirements, please still pop in an application! - Budget to set up your home workspace - Regular in-person meetups, socials and offsites 🏖 Time Off - 33 days holiday (25 days + public holidays) - Extra day off on your birthday (use it whenever you like!) - Company shutdown between Christmas and New Year - 2 volunteering days each year to give back to causes that matter 👶 Family-first Policies - Industry leading paid primary and secondary caregiver leave - 5 paid days for fertility treatments for those who need it - Private health insurance with AXA - Wellbeing perks via Happl (gym discounts, mental health support, and more) 🚲 Other Perks - Cycle to work scheme - 4% employer pension contribution when you contribute 5% (UK) - A deeply human, radically transparent culture ❓Why Birdie? Because you want to do meaningful work that improves lives - and grow at speed while doing it. We’re building more than a product - we’re building a movement. A movement to show that tech, when built with empathy and integrity, can change lives. We’re a team of entrepreneurs, dreamers, and doers. Join us to shape the future of care, work alongside ambitious, kind people, and help reimagine how society cares for its older adults. We dream big, act fast, and work collaboratively with one goal in mind: to create a world where we all age with confidence. ⚖️ Equal Opportunities Statement We’re committed to building a diverse team and inclusive culture. That means creating a hiring process that gives everyone a fair chance regardless of background, identity or lived experience. Need adjustments or support during the application process? Let us know. We’re here to help. ✨ Ready to build the future of care? Apply now. Be part of something that matters.