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.
The role
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 role goes beyond handling queries; it’s about building strong, trust‑based relationships through proactive human‑centred engagement.
Responsibilities
- Act as the first point of contact for care agencies, providers, and family members via live chat, email, and phone.
- Conduct proactive scheduled check‑ins and outbound calls to uncover hidden issues, uncover opportunities, and ensure partners get maximum value.
- Resolve support tickets with confidence, empathy and technical accuracy.
- Anticipate needs to prevent problems before they arise and turn challenges into growth opportunities.
- Develop deep product knowledge and support partners with guidance for immediate resolution and long‑term retention.
- Maintain and develop the internal knowledge base, creating clear resources for partners and the Birdie team.
- Achieve partner‑care KPIs such as response times, satisfaction ratings, handling time, chats closed per hour, call connection rates and quality assurance scores.
Qualifications
- Experience working in a fast‑paced SaaS support role; comfortable switching between live chat and email.
- Track record of meeting high‑volume targets such as QA scores, CSAT and AHT.
- Comfortable making proactive outbound calls and digging deeper to uncover hidden issues.
- Ability to identify and solve process gaps, and proactively update help guides or internal documentation.
- Strong technical skills to translate complex software issues into easy‑to‑follow steps for non‑technical users.
- Proactive learner who seeks answers early and owns learning and development.
Benefits
- Competitive base salary reviewed against benchmarks annually.
- Generous stock options.
- Bi‑annual performance cycles and individual compensation reviews.
- Annual personal learning budget and access to training, coaching and mentorship.
- Flexible working: ideally twice a week in London HQ, with options for remote and a home workspace budget.
- 33 days holiday plus company shutdown between Christmas and New Year.
- Family‑first policies including paid primary and secondary caregiver leave, paid days for fertility treatments, private health insurance, wellbeing perks.
- Other perks such as cycle‑to‑work scheme, employer pension contribution, and a human, transparent culture.
Equal Opportunities Statement
We’re committed to building a diverse team and inclusive culture. We create a hiring process that gives everyone a fair chance regardless of background, identity or lived experience. If you need adjustments or support during the application process, let us know.
Compensation Range
£30K
#J-18808-Ljbffr”, “datePosted”: “2026-05-15”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Birdie”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__432656675__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “London” } } }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.
The role
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 role goes beyond handling queries; it’s about building strong, trust‑based relationships through proactive human‑centred engagement.
Responsibilities
- Act as the first point of contact for care agencies, providers, and family members via live chat, email, and phone.
- Conduct proactive scheduled check‑ins and outbound calls to uncover hidden issues, uncover opportunities, and ensure partners get maximum value.
- Resolve support tickets with confidence, empathy and technical accuracy.
- Anticipate needs to prevent problems before they arise and turn challenges into growth opportunities.
- Develop deep product knowledge and support partners with guidance for immediate resolution and long‑term retention.
- Maintain and develop the internal knowledge base, creating clear resources for partners and the Birdie team.
- Achieve partner‑care KPIs such as response times, satisfaction ratings, handling time, chats closed per hour, call connection rates and quality assurance scores.
Qualifications
- Experience working in a fast‑paced SaaS support role; comfortable switching between live chat and email.
- Track record of meeting high‑volume targets such as QA scores, CSAT and AHT.
- Comfortable making proactive outbound calls and digging deeper to uncover hidden issues.
- Ability to identify and solve process gaps, and proactively update help guides or internal documentation.
- Strong technical skills to translate complex software issues into easy‑to‑follow steps for non‑technical users.
- Proactive learner who seeks answers early and owns learning and development.
Benefits
- Competitive base salary reviewed against benchmarks annually.
- Generous stock options.
- Bi‑annual performance cycles and individual compensation reviews.
- Annual personal learning budget and access to training, coaching and mentorship.
- Flexible working: ideally twice a week in London HQ, with options for remote and a home workspace budget.
- 33 days holiday plus company shutdown between Christmas and New Year.
- Family‑first policies including paid primary and secondary caregiver leave, paid days for fertility treatments, private health insurance, wellbeing perks.
- Other perks such as cycle‑to‑work scheme, employer pension contribution, and a human, transparent culture.
Equal Opportunities Statement
We’re committed to building a diverse team and inclusive culture. We create a hiring process that gives everyone a fair chance regardless of background, identity or lived experience. If you need adjustments or support during the application process, let us know.
Compensation Range
£30K
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