Customer Support Associate, Birdie
£28k
Offers Equity
Birdie is an Index Ventures backed healthtech SaaS radically transforming the lives of older adults.
Open for applications
Birdie is an Index Ventures backed healthtech SaaS radically transforming the lives of older adults.
101-200 employees
Open for applications
£28k
Offers Equity
101-200 employees
Company mission
Birdie's vision is to unlock preventative, personalised & proactive home healthcare (using machine learning & AI) so that older adults can live longer, healthier lives in their own homes.
Role
Who you are
- 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
What the job involves
- 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 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 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 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.
- 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
Our take
Birdie offers in-home caregivers a suite of tools aimed at not only increasing their efficiency but ultimately improving the lives of those they provide care for. In the UK alone, nearly half a million individuals are on a waitlist for social care services, and nearly 50% of home care providers have reported their care workers are seeking alternative jobs.
Birdie comes into play by helping care providers optimise their time and minimise the administrative and regulatory burdens placed upon them. It counts over 700 care service providers in the UK including Alina Homecare, Medacs Healthcare, and Care at Home Group amongst its client base, ultimately helping over 35,000 individuals receive the in-home care that they need.
The company is a registered B Corp due to its socially and environmentally responsible practices such as its reduction of environmental footprint, fair worker compensation, and complete corporate/ financial transparency. It is now focusing on growing its solution and scaling into continental Europe, where it’s started to sign partnerships with local care providers, as well as wider business growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
49% female employees
40% employee growth in 12 months
Company
Employee endorsements
Autonomy
"Autonomy is very clear at Birdie, we aim to give our staff structure and support but let them be part of the decision making when it comes to..."
Funding (last 2 of 4 rounds)
Jun 2022
$31.2m
SERIES B
May 2021
$11.5m
SERIES A
Total funding: $52.6m
Company benefits
- Gym membership and numerous other wellbeing budget/perks and discounts via Axa.
- Birdie is a remote friendly organisation. Hiring in the UK, Spain, Ireland, Germany or France. We organise regular in-person events and online socials to make sure you can meet up with peers. Our approach to flexibility is a mature one. We know some folks have families and commitments to maintaining physical and mental health, so you have the ability to manage your time around your personal commitments.
- At birdie, you'll have a yearly personal development budget to put towards books (e.g., free audible subscription), courses, training and conferences; as well as continuous coaching within the team and with external experts. It’s about having a clear understanding of what it takes to grow from A to B, so you can do your best work.
- The doors to our London and Berlin offices are always open! If you’re more of a work-from-home soul, we also organise in-person events and online socials to help you create those bonds that make work more fulfilling. These include quarterly and annual retreats.
- 33 days base holiday (25 days + 8 bank holidays), birthday off, and company closure between Christmas Eve and New Years.
- Highly favourable parental leave policy; once you have spent six consecutive months on our payroll, primary caregivers get 26 weeks and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.
- Private health insurance with Axa that covers many physical and mental health costs.
- If you want to start cycling, birdie will buy a bike up-front and you can make a salary sacrifice to pay-off over the next 12-36 months.
- Birdie contributes to your pension
Company values
- We care: We care about our society, the people we work with and the ways in which we can impact millions of lives. We're committed to building a fantastic service for our users and our industry
- We succeed together: We want to bring everyone on our journey with us, going far beyond what is expected of us and our industry standard. We work to elevate each other, we trust each other, share everything and give continuous feedback
- We are brave & ambitious: We continuously challenge the status quo and open our arms to change. We make tough decisions and tackle problems headfirst. We are courageous enough to step outside our comfort zones because nothing is too big for us
- We love a little quirkiness: We believe in fun and hard work, giving us the tools to succeed and grow, while also creating an environment that celebrates humour, community spirit and idiosyncratic talents
- We strive for excellence: We’re obsessed with growth. In ourselves, our product, our teams and in our society. We recognise our strengths, share our work, take initiative, ask for help, improve ourselves and always reach higher than the day before
Company HQ
Holborn, London, UK
Leadership
Max Parmentier
(CEO)Spent 3 years at McKinsey before joining The Global Fund to fight AIDS, Tuberculosis and Malaria as Senior Advisor to the CFO and later Head of Sourcing Strategy and Supply Chain. Entrepreneur in residence at Kamet prior to starting Birdie.
Rajiv Tanna
(CPO)Spent 7 years in consulting and investment banking before joining WorldPay as Head of Corporate Customer Insights. Worked in senior product roles at Yieldify and ASOS before starting Birdie.
Abeed Mohamed
(Chief Commercial Officer)Previously worked as a consultant at BCG for 4 years, spending one of those years on secondment to Save the Children as a Market Insight Manager.
Diversity, Equity & Inclusion at Birdie
Sophie Anderson (Talent Acquisition Manager)
- birdie has a DEI team made up of volunteers from 6 chapters within the team to push educational sessions, policy updates and DEI best practices. This group has launched a number of Affinity groups, including a Parents and carers group and a Mental health group.
- In addition to this, in November 2021 birdie conducted a DEI specific company-wide survey with Fair HQ to isolate the areas we need to focus on improving, which lead to some great adjustments throughout the organisation.
- We currently partner with government programmes such as Kickstarter to offer internships to people who are struggling to enter the tech space.
- We also have an 'Off Gals' group dedicated solely to improving the experience for our female employees at Birdie.
- Finally, in November 2021 we updated our Parental leave policy to cover 26 weeks fully paid leave for primary care givers and 12 weeks full-paid for secondary caregivers.
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