Customer Support Associate

Short role description (click "Apply Here" to see full listing):

• You will be the first point of contact for care agency managers, care providers and family members providing them with support and advice through various communication channels including chat, email and phone.
• You'll not only solve issues but proactively anticipate needs, helping to prevent problems before they arise and identifying opportunities to deliver even more value to our users.
• Contribute to the maintenance and ongoing development of our internal knowledge-base for Support queries.
• Significantly improve Birdie user satisfaction thanks to your outstanding and consistent levels of support.
• Achieve all Support Related KPI's, including Response Times, Satisfaction Ratings, Close Times and chats closed per hour.
• You care deeply about providing great support and will be seen as a brand ambassador.
• By engaging with home care agencies, you will start to understand agency managers and caregivers' requirements and will proactively suggest solutions and/or technical improvements to significantly improve the Birdie experience.
• 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.

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