Customer Support Specialist

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 — 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. 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’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.

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:

• Competitive base salary, reviewed against benchmarks annually.
• Generous stock options - because we’re building this together.
• Bi-annual performance cycles with individual compensation reviews.
• Annual personal learning budget and access to training, coaching and mentorship.
• Time and space for growth - you set your development goals, we back them.
• 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.
• Budget to set up your home workspace.
• Regular in-person meetups, socials and offsites.
• 33 days holiday (25 days + public holidays).
• Extra day off on your birthday (use it whenever you like!).
• Company shutdown between Christmas and New Year.
• 2 volunteering days each year to give back to causes that matter.
• Industry leading paid primary and secondary caregiver leave.
• 5 paid days for fertility treatments for those who need it.
• Private health insurance with AXA Wellbeing perks via Happl (gym discounts, mental health support, and more).
• Cycle to work scheme.
• 4% employer pension contribution when you contribute 5% (UK).
• A deeply human, radically transparent culture.

Why Birdie? Because you want to do meaningful work that improves lives - and grow at speed while doing it. We’re building more than a product - we’re building a movement. A movement to show that tech, when built with empathy and integrity, can change lives. We’re a team of entrepreneurs, dreamers, and doers. Join us to shape the future of care, work alongside ambitious, kind people, and help reimagine how society cares for its older adults. We dream big, act fast, and work collaboratively with one goal in mind: to create a world where we all age with confidence.

Equal Opportunities Statement: 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.