Customer Support Associate at Birdie

Do you possess strong written and verbal English communication skills? Do you have adequate experience in customer service? If yes, then Birdie would love to hear from you as they look to fill the role of Customer Support Associate in the commercial department.

Birdie was founded in 2017 by Max, Raj, Abeed, and Gwen with a singular aim: to use technology to improve life for older adults at home and for the professionals who care for them.

To achieve this goal, Birdie assembled a diverse team of care professionals, software developers, and experts from various disciplines. Today, Birdie’s technology is utilized across the UK and Europe.

Birdie is a B-Corp certified business and has been recognized as one of the top two Home Health Tech providers in the “150 Most Innovative Digital Health Startups of 2021.” The company collaborates closely with health and research bodies to advance proactive and preventative care at home.

Above all, Birdie takes the greatest pride in its growing community of dedicated homecare professionals who use, inform, and trust Birdie technology in their daily work.

Position: Customer Support Associate

Salary: £25,000 per year

Job Type: Full Time

Location: Remote (London)

About the Role

Your mission as a Customer Support Associate is to help partners and their caregivers to have the best possible experience with birdie, providing support across our live chat and email 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. Birdie’s 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.

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.

Main Duties

  • 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
  • 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


  • 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.
  • You have experience working with multiple and sometimes complex systems and are not afraid to learn new skills
  • German language skills would be a real bonus but not essential


  • Compensation
  • Gym discounts
  • Cycle to work scheme
  • Parental Leave
  • L&D Budget
  • Fertility Leave
  • Employer pension contribution
  • Work From Home Budget
  • Frequent company socials, trips and meals
  • Exceptional culture
  • Christmas Leave
  • Birthday Leave
  • Sabbaticals
  • Private Health Insurance

Required Documents

  1. CV/Resume
  2. Cover Letter

Application Process

In order to apply for this role and to learn more about it, kindly CLICK HERE

Related Posts