Technical Support Associate (T2)

About Birdie

Birdie is the leading home healthcare technology platform that aims to radically transform the lives of older adults. Its all-in-one solution supports millions of care visits every month, equipping care providers with the tools they need to deliver better quality care and improve efficiency across most day-to-day operations. Birdie is B-Corp certified and was recently named as a top two Home Health Tech provider globally in the cohort of top 150 Most Innovative Digital Health startups by CB Insight in 2021.

Launched in 2017, Birdie is a team of 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. In 2021 we were named no.9 in Start Up's top 100 innovative and disruptive businesses as well as being accepted into Tech Nation's 2021 Upscale 7.0 program. As of June 2022 we closed our series B funding with £25m invested by Sofina, Omers & Index ventures.

• ️ Your mission

Your mission as a Technical Support Associate is to provide technical support across live chat, email and telephone, adopting a person-centred approach with every interaction. You'll investigate issues escalated from the T1 Customer Support team, troubleshoot bugs and help optimise workflows for customers and fellow Birdies.

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  ️ How you will contribute

• Handle advanced queries and technical escalations through chat, email and telephone.
• Perform in-depth investigations and troubleshoot issues using a variety of tooling.
• Work cross-functionally to optimize workflows for increased scalability and efficiency.
• Analyse and collate data to identify trends and improve processes, feeding back to the wider company.
• Produce clear and concise bug reports in Jira, communicating effectively with engeering and product teams.
• Become a product knowledge expert, helping to create guidance for staff and customers.
• Help with T1 support out of hours, on a rotating basis (1 weekend in 7 at the moment)
• Hit or exceed internal KPIs for response times, customer satisfaction ratings and QA.
• Act as a vibrant ambassador of our brand, values and product.
• Provide timely and accurate customer feedback to relevant teams

Requirements

We’d love to hear from you if

• You have experience in a technical support role and using live chat software - we use Intercom.
• You have excellent communication skills, with the ability to simplify complex issues for a broad audience.
• You are a proactive problem-solver, always looking for ways to optimise and improve.
• You are comfortable communicating with key stakeholders across the business.
• You care deeply about providing a seamless customer experience.
• You can operate autonomously in a fast-paced environment, but know when to ask for help.
• You take ownership of projects and are keen to help shape the way we do things.
• You have a good understanding of and a keen interest in technology.
• You are excited to work for a social care disrupter and help change the way we age.

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.

The Interview Process

1. Meet Jack and learn more about Birdie

You will first meet Jack over a Google Meet. There is nothing to prepare for this chat, it is a chance to learn more about Birdie and to tell us all about you!

2. The Expertise Interview

Now it's time to meet the hiring manager, our Support Lead Kiesha. Again, nothing to prepare for this one!

Kiesha will be the perfect person to field your role specific questions. It is a chance for us to explore your experiences, how you work and where you may fit in.

3. The Project Session ✏️

Now you get to meet a couple of our support team! The team will share some of the work they do, ask how you might approach certain tasks and explain what customer support at Birdie is all about.

4. The Values Interview

Here you will meet a member of the Birdie team from a different chapter. This conversation allows us to explore your motivations, values and how you can be a great add on to Birdie.

5. Meet a Co Founder

The final step in the process gives you the chance to meet one of our amazing cofounders! You will spend 45 minutes with Max, Gwen, Abeed or Raj. A great opportunity to ask any final questions and learn more about how Birdie was born!!

Benefits

What are the 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:

✨ Compensation

Our salary packages are competitive, the role is £31k. We also grant generous stock options to any permanent employee at the end of the probation period. We adjust salaries based on the cost of living index for employees based outside of the UK.

Flexible

With Covid-19, we have decided to be a fully distributed team. We organise quarterly in-person events and online socials to make sure you can meet up with peers. If you want to come to the office, you're most welcome of course!

L&D budget

Growth is key. You'll have a personal development budget to put towards books (e.g., free audible subscription), courses, trainings and conferences; continuous coaching within the team and with external experts

Base holiday

33 days base holiday (25 days + 8 bank holidays) + Christmas eve day off

Christmas leave

Birdie closes between Christmas and New Year so you can have some down time with your loved ones. This is in addition to your base holiday!

Birthday leave

You can take your birthday off when it falls on a weekday! (effective from 1st Jan 2023)

• ️ Private health insurance

Private health insurance with Vitality that covers many physical and mental health costs

• ️ Gym and wellbeing memberships

Gym membership and numerous other wellbeing perks and discounts via Vitality

Cycle to work scheme

Birdie will buy a bike up-front and you can salary sacrifice to pay-off over the next 12-36 months

Parental Leave

Highly favourable parental leave policy; once you have spent twelve consecutive months on our payroll, primary caregivers are entitled to 26 weeks of parental leave at 100% of your usual salary and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.

Pension employer contribution

Birdie contributes 4% of your salary to your pension.

• Frequent company socials, trips and meals

We organise many socials, quarterly retreats and annual trips (like our epic ski trips)

Exceptional culture

We see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Read The Birdie Way to learn more.

❓Why Birdie?

Join Birdie and seize this unique opportunity to shape the future of a transformative tech startup, to create positive social change, and develop yourself very fast in a flexible, close-knit & transparent organisation.

We have a grand vision to transform how society deals with ageing, starting with radically improving the lives of 1 million older adults in the next 3 years. We dream big and speed is of the essence.

We’re all entrepreneurs at Birdie. We’re a flat organization, with no manager to tell you what to do but a community of peers and coaches to support you.

We’re highly collaborative and iterative. Everything we do is transparent to anyone, be it objectives and key results, compensation packages and equity or strategic conversations.

Growing with trust is key. Everyone sets their own development plan and gets support to learn fast, from training to books or coaches. We live by radical candour: we give honest feedback and care deeply & personally about each other.

Join us now to improve the lives of millions!

• ️ Equal Opportunities Statement

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

We endeavour to embrace diversity, and promote an inclusive environment for all Birdies, and actively work towards this with our Diversity & Inclusion Committee.

If you have any questions regarding the interview process, or if you need any reasonable adjustments to be made, please don’t hesitate to contact us.