Customer Support Specialist

🐦 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, s…