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 30 million care visits in 2023 and more than 60 million in 2024 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, making us one of the fastest-growing tech companies in the UK. You can check out more about our impact and recognition here. But speed isn’t the point. Impact is. ⚡️ Your mission Your mission as a Customer Support Associate is to help our partners and their caregivers to have the best possible experience with Birdie, providing support across our live chat, email and phone channels, with a human and personal approach. You'll be responsible for investigating, triaging, escalating and resolving any issues raised by care managers and care professionals. Our product is a care management, rostering and billing platform for the care industry and you will be assisting with its usage and understanding. You'll be the voice of our customers internally at Birdie and will become the go-to expert on customer needs and be able to communicate this feedback to the Product, Engineering and Marketing teams. Your ability to build trust, provide proactive support, and deliver long-term value will be instrumental in driving customer retention and satisfaction. 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-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 agency managers, care providers and family members providing them with support and advice through various communication channels including chat, email and phone. You’ll not only solve issues but proactively anticipate needs, helping to prevent problems before they arise and identifying opportunities to deliver even more value to our users. Contribute to the maintenance and ongoing development of our internal knowledge-base for Support queries. Significantly improve Birdie user satisfaction thanks to your outstanding and consistent levels of support. Achieve all Support Related KPI's, including Response Times, Satisfaction Ratings, Close Times and chats closed per hour. 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. 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’ll thrive here if You have brilliant written and verbal English communication skills. You have the confidence and ability to decipher a wide range of queries. You have experience of working in Customer Support and ideally supporting a technical software platform/package. You have experience using Live Chat support systems and are also comfortable giving email and telephone based support. You're a self starter, comfortable working independently, but also know when to ask for advice or support from others. You are proactive - going beyond reactive issue resolution to nurture positive experiences, strengthen relationships, and directly influence customer retention. You are passionate about customer support and are committed to going above and beyond for your customers, pulling in whatever resources are needed to deliver a great experience for them. You are comfortable with a start-up environment, fast-moving projects and agile approaches, able to prioritise and manage multiple tasks at once. 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 an interest in technology. You have experience working with multiple and sometimes complex systems and are not afraid to learn new skills quickly. You are excited to get stuck in with a fun and diverse team. 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 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 Hybrid working - 1 - 2 days per week if London based. 1 - 2 days per month if outside of London. 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.