Support Associate - Live Chat (Intercom) - Remote GMT +/- 3 hours timezone
Birdie, United Kingdom
Job Description
About Birdie
Birdie is a pioneer in social innovation. Our vision is to build a society in which we all age with confidence. With a rapidly growing ageing population, overcrowded care homes and social care services under water, we’re facing a social crisis. We’re on a mission to reinvent care so that older generations can live longer, healthier and happier in their own homes, surrounded by their families and their communities. We use digital products, cutting-edge home connected devices and AI to empower the care community to deliver better, preventative care
Launched in 2017, Birdie is a team of 65 socially motivated care, health, product and tech entrepreneurs. We were nominated one of the top 10 UK startups to watch, the SME with the best culture in the UK and was in the 2020 Business Cloud Top 50 Start Up's list.
We are building the organisation of the future that will not only improve the lives of millions of older adults but also of our team members, our communities and will protect the environment. We demonstrate our values in everything we do. We care; we succeed together; we grow individually and strive for excellence; we are smart, brave and ambitious; and we nurture fun and a little quirkiness.
Your mission
Your mission as a Customer Support Associate is to help our clients and their caregivers to have the best possible experience with Birdie, providing technical support and customer service across our live chat and email channels with a human and person centred approach. You'll be responsible for investigating, triaging and resolving any issues raised by customers.
You'll be the voice of our customers internally at Birdie and be the go-to expert on customers needs and be able to communicate this feedback to the Product, Engineering and Marketing teams.
How you will contribute:
- You will be the first point of contact for care agency managers, providing them with support and advice through various communication channels.
- A Product Expert. You can answer all product questions and are able to take a proactive approach by creating Articles / Content that will allow users to solve issues themselves
- Contribute to the maintenance and ongoing development of our internal knowledge-base for Support queries
- Significantly improve Birdie users satisfaction thanks to your outstanding and consistent support
- Escalating Churn Risk issues to the Customer Success Manager
- Achieve all Support Related KPI's, Response Times, Satisfaction Ratings, Close Times
- Increase care agencies usage and retention through various initiatives
- You are consistently perceived as a vibrant ambassador of the Birdie brand, values and products among home care agencies.
- By engaging vibrantly with home care agencies, you will collect agency managers and caregivers feedback and proactively suggest solutions and/or technical improvements to significantly improve the Birdie experience; you will personally drive or experiment some of these suggestions
Requirements
We’d love to hear from you if:
- You have brilliant written and verbal English communication skills
- You have an excellent attention to detail
- You have Experience using Live Chat support systems, particularly Intercom
- You can simplify the most complex topics in a way that anyone can understand
- You're a positive, kind and caring person who really enjoys helping and talking to people
- You're comfortable working independently, but also know when to ask for advice or support from others.
- You are passionately committed to going above and beyond for your customers, pulling in whatever resources you need to deliver the best experience for them
- You are comfortable with a start-up environment, fast-moving projects and agile approaches and able to prioritise and manage multiple tasks.
- You are excited at the opportunity to work in social care disrupter and change the way we age.
- You have a good understanding of technology.
- You are independent and self motivated with a hunger to learn and develop.
These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. We promote a diverse, inclusive and empowering culture at Birdie, so please apply if you meet the majority of these competencies.
Benefits
People are our core strength.
We are social entrepreneurs, boasting an outstanding culture (employer net promotion score of 67) with strong values (B-Corp certified). We offer exceptional benefits and invest massively in our team's happiness, wellbeing and growth:
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