Enablement Lead

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 30 million care visits in 2023 and more than 60 million in 2024 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.

Your mission

As Birdie’s Enablement Lead, you’ll elevate the quality and capability of our entire Partner Care team. You’ll go beyond traditional quality assurance by delivering innovative quality assurance methodologies, implementing AI-powered tools and designing training programmes that deliver exceptional support for both frontline and back-office teams. You’ll lead a dedicated team of two, with a focus on empowering them to lead on training and audits while you ensure our systems match the deep needs of our partners. You’ll work closely with our Partner Care leadership team to identify systemic improvements, which will directly impact partner satisfaction, team confidence and Birdie’s reputation as the care platform that truly cares. This is a full-time, permanent role with flexible hybrid working (2-3 days/week in our London HQ recommended, with flexibility for those outside London).

How you will contribute

• Quality Assurance
  • Analyse quality metrics (CSAT, First Contact Resolution, Quality Scores) and present actionable insights to leadership
  • Partner with stakeholders to identify overarching trends and process improvements that elevate team performance
  • Conduct quality evaluations of customer interactions across live chat, email and phone
• Training & Development
  • Design and deliver engaging onboarding and continuous development programs for product updates and soft skills
  • Use QA insights and performance data to build targeted learning and coaching experiences that solve team specific challenges
  • Track the effectiveness of training programmes, and continuously iterate
• Knowledge Management
  • Contribute to our knowledge base (Guru) by identifying gaps surfaced through QA and creating high-impact articles
  • Ensure internal and external documentation is clear, accurate, and accessible with a clear governance structure
  • Build on our AI tooling and content to review trends and improve self-serve rates

You’ll thrive here if...

• You have extensive experience across QA, training and enablement for customer-facing teams
• You’ve built or significantly improved QA frameworks, scorecards, and calibration processes with measurable impact
• You’ve previously owned knowledge management, with a focus on governance and ensuring documentation stays accurate and useful
• You’ve designed training programmes (onboarding, coaching, up-skilling) that demonstrably improved team performance
• You’re comfortable using AI tools to scale your work (AI-assisted QA platforms, chatbot optimisation, workflow automation)
• You are a proactive, hands-on builder who thrives in a fast-paced startup environment

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, trusted and inspired. Here’s how we build a world-class employee experience:

• Compensation
  • Competitive base salary, reviewed against benchmarks annually
  • Generous stock options - because we’re building this together
  • Bi-annual performance cycles with individual compensation reviews
• Learning & Growth
  • Annual personal learning budget and access to training, coaching and mentorship
  • Time and space for growth - you set your development goals, we back them
• Flexible Working
  • Hybrid working - 2–3 days per week in our incredible London HQ
  • Budget to set up your home workspace
  • Regular in-person meetups, socials and offsites
• Time Off
  • 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
• Family-first Policies
  • 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)
• Other Perks
  • 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.