Customer Support Specialist

About this role

🐦 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, satisfaction ratings, handling time, chats closed per hour along with high call connection rates and quality assurance scores to ensure our partners receive the care they deserve.

🤩 You’ll thrive here if...

- You have experience working in a fast-paced SaaS support role and you’re comfortable jumping between live chat and email. You’re used to keeping up with high-volume targets like quality assurance (QA) scores, customer satisfaction (CSAT) and average handle time (AHT) – and you know how to work efficiently without letting the quality of your support dip.

- You’re comfortable making proactive outbound calls to check in on customers, digging deeper to uncover hidden issues and patiently guiding them through the platform.

- You have a track record of identifying and solving process gaps. You have specific examples of when you noticed a recurring issue and proactively updated a help guide or internal document to prevent it from happening again.

- You have a proven ability to break down technical software problems into clear, easy-to-follow steps for non-technical users.

- You’re driven by feedback and personal growth, and you have experience working with QA reviews and performance coaching. You can point to times where you’ve used that feedback to sharpen your skills, and you enjoy diving into your own data to find ways to level up

- You’re a proactive learner who flags blockers early. You have experience working in fast-moving environments where you’ve had to speak up and seek answers when stuck. You take ownership of your learning – whether it's mastering a new product feature or asking for help – to ensure your knowledge stays sharp and the team moves forward.

🧠 Imposter syndrome is real — and we don’t expect you to tick every box. If you're excited about our mission and think you could make a difference here, we want to hear from you.

🌈 What you’ll get from us

We believe people do their best work when they’re supported,…