Customer Support Associate, Koru Kids
Part-Time
£21.6k
Outstanding childcare for modern families
Job no longer available
Outstanding childcare for modern families
21-100 employees
Job no longer available
£21.6k
21-100 employees
Company mission
Koru Kids mission is making it easier and more affordable for families to access high quality childcare.
Role
Who you are
- You’ll ideally have previous experience within a customer support role or a keen interest in building a career in customer service. More importantly you’re friendly, switched on and a great communicator – you’re a people-person who loves solving problems!
- You love speaking to new people. You’re warm, friendly and personable
- You’re able to write clearly and accurately, with perfect spelling and grammar. You’re able to communicate in a way that’s in line with our brand and tone
- You’re emotionally intelligent. Although you’ll like to talk, the most important thing you’ll do is listen. Choosing childcare is an emotional decision, and you’ll need to help parents through the process
- You work well under pressure and show good judgement. You can handle challenging situations
- You’re focussed and work at a fast pace. You can manage your own time and prioritise tasks effectively
- You're a problem solver. You're able to gather and interpret information to solve customer queries
- You’re detail-oriented. You’re able to input and update data accurately
- You roll with it. You understand that startups are unpredictable environments. You are comfortable with a degree of chaos
- You’re nice. You get that no player is bigger than the team. You fit right into our culture of supporting and helping each other, whilst improving childcare in London
What the job involves
- 9am - You grab a cup of tea and join the company-wide (video) standup to hear what’s been going on across the business. You then jump on another quick call with the Customer Support team to go over the plan for today
- 9.30am - You’re in charge of live chat this morning. There’s a few nannies who are asking for updates on their applications. One nanny is confused about who they should provide as a reference. There’s a few queries from parents asking about how our pricing works. You know our service inside out, so you’re happy to help with any query that comes your way
- 10am - You get a phone call from a stressed mum. She’s just found out she needs to be back in the office in a few weeks, so needs to find some after school childcare ASAP! You reassure her she’s come to the right place and tell her all about the part-time nanny service. She can’t believe how great it sounds, she’s going to sign up straight away
- 11am - We’ve just sent out invoices to families, so the phones have got a bit busy. One family is a bit confused about how their invoice has been calculated. You love solving problems and notice their nanny has accidentally submitted the wrong times for some of their shifts. You reassure the family you can amend this for them and they’re relieved they won’t be overcharged
- 12pm - It’s lunch time. You’re working from home, so maybe you’ll pop to the local cafe for a coffee. Perhaps you’ll do some pilates, or do a crossword in the garden
- 1pm - You’re back from lunch and it’s straight into another phone call. A nanny has called for some advice. She’s working with a child who is struggling to focus on his homework. You can hear she’s feeling a bit frustrated and doesn’t know what to do. You suggest she speaks with our Nanny Support Specialist and you send her the link for her to book in a call. She’s so grateful we can help her and she thanks you for being so supportive
- 2pm - We’ve had a lot of families and nannies matched this week, so we need to start sending out new contracts. You load up the long list of contracts that need to be sent today. Your attention-to-detail is vital to make sure the right contracts go to the right people, so you grab another cup of tea and start inputting the data
- 3pm - The general inbox is looking a bit busy so you take a few emails to work on. A family has been in touch as they want to bring their contract to an end. They’re moving out of London next month, so need some advice on how to end their arrangement. You check through their contract and advise them on their notice period. They’re going to speak to their nanny tonight, whilst you start to wrap things up on the system. You pencil a reminder for yourself to check in with them tomorrow to see how their conversation went
- 4pm - It’s time to check nannies’ documents for their DBS checks. We’ve got 6 zoom calls booked in for today. One nanny is struggling to find a valid document with his current address on, so you advise him to use an online bank statement. He’s super friendly and you can tell he’s going to be a great nanny. You update everything on his account, and move onto the next booking
- 5.30pm - The phone lines are closed, so you do one last check of your inbox. It’s been a busy day but you feel a huge amount of satisfaction when you send off that last email for the day. You close your laptop and enjoy the rest of your evening
Salary benchmarks
Our take
The childcare sector in the UK is under pressure, with prices rising and nurseries closing down. The way of finding nannies hasn't seen innovation in decades, and there hasn't been an introduction of technology to drive great experiences.
Koru Kids has focused on after-school childcare, allowing them to hone their product and solve one of the most neglected areas. This is specifically important in major cities like London, where parents are often working longer hours.
The business takes out all the hassle of finding a nanny. The solution isn't simply technology: Koru Kids also interviews, trains and references its nannies, and takes care of contracts, holiday pay and taxes. This operational complexity builds a competitive advantage.
When aiming to create the best childcare service in the world, quality will always remain important. Koru Kids has made sure to grow carefully. The company boasts a strict process and low acceptance rates, to ensure standards remain high.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Aug 2019
$13.2m
SERIES A
May 2018
$4.7m
SEED
Total funding: $18.7m
Company benefits
- 50% off Koru Kids childcare. up to a value of £7,000 per year as a taxable benefit
- 25 days holiday (plus bank holidays)
- Work from home opportunities. We're a remote-first company and welcome applications from anywhere in the UK
- Potential for share option equity
- MacBook and home office allowance
- Video therapy sessions through Spill, to support positive mental health
Company HQ
Clerkenwell, London, UK
Leadership
Rachel Carrell
(CEO)Previously CEO of DrThom, a healthcare company which I grew to 1.3 million paying users in 3 countries. Before that they spent six years at McKinsey. Have a DPhil from Oxford, where they were a Rhodes Scholar.
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