Customer Care Consultant in City of London

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.

Your mission as a Customer 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. 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 KPIs 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’re fuelled by purpose, not just perks.
• You’re excited by pace, ambiguity and the chance to shape things from the ground up.
• You bring experience in customer support for technical software platforms and a passion for delivering exceptional customer experiences, thriving in fast-paced, collaborative, and technology-driven environments.
• You have brilliant written and verbal communication skills and can decipher a wide range of queries with ease.
• You are proactive by nature – going beyond reactive issue resolution to nurture positive experiences, strengthen relationships, and directly influence partner retention.
• You are comfortable with a start-up environment, fast-moving projects, and agile approaches, able to prioritise and manage multiple tasks at once.
• You have experience working with multiple and sometimes complex systems and are not afraid to learn new skills quickly.
• You are excited to get stuck in with a fun, collaborative, and diverse team.
• You lead with curiosity, feedback and aren’t afraid to roll your sleeves up.
• You value autonomy, radical honesty, and building great things with great people.

What you’ll get from us:

• Competitive base salary, reviewed against benchmarks annually.
• Generous stock options.
• Annual personal learning budget and access to training, coaching and mentorship.
• Hybrid working - recommended 2–3 days per week in our incredible London HQ, and monthly on-site team days for those that live outside of London.
• 33 days holiday (25 days + public holidays).
• Industry leading paid primary and secondary caregiver leave.
• Cycle to work scheme.

We’re committed to building a diverse team and inclusive culture. That means creating a hiring process that gives everyone a fair chance regardless of background, identity or lived experience. Need adjustments or support during the application process? Let us know. We’re here to help.

Ready to build the future of care? Apply now. Be part of something that matters.