Customer Care Consultant

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.

That’s why we’ve built an all‑in‑one platform that supported over 60 million care visits and enabled care for 116,000 individuals in 2025, and we continue to grow our impact. We’re scaling fast, but staying true to our purpose. We’re proud to be a B Corp, using business as a force for good.

Founded in 2017, Birdie is backed by world‑class investors such as Index Ventures, Sofina and Omers. In 2023, we ranked #6 in the Deloitte Fast 50, making us one of the fastest‑growing tech companies in the UK.

As a Customer Care Consultant – internally known as a Partner Care Consultant – you will ensure our partners and their caregivers enjoy an exceptional experience with Birdie. This is fundamentally a customer support role that goes far beyond handling queries; it’s about building strong, trust‑based relationships through proactive, human‑centred engagement.

You will not just react to issues via live chat, but actively anticipate our partners’ needs. Through scheduled check‑in calls and regular touch points across our live chat, email, and phone channels, you will seek to understand their goals, uncover hidden challenges, and provide tailored guidance to help them unlock the full value of the Birdie platform.

You’ll be the voice of our partners internally, becoming an expert on their needs and gathering crucial feedback that you will share with our Product, Engineering, and Marketing teams. Your ability to act as a trusted advisor, providing both expert technical support and genuine proactive care, will be instrumental in boosting partner satisfaction, retention and success.

It is a 40‑hour working week, 8 hours a day, 5 days a week (Monday‑Friday 7 am‑8 pm). Occasional weekend shifts are worked on rotation within the team, with time given back in lieu during the week.

• You will be the first point of contact for care agencies, care providers, and family members, providing them with exceptional support and advice through live chat, email, and phone.
• Through proactive scheduled and outbound calling activities, you will conduct structured check‑ins and escalation support with partners to uncover hidden issues and opportunities, ensuring they get the most value from Birdie.
• You’ll not only solve issues with confidence and empathy but proactively anticipate needs, helping to prevent problems before they arise and turning challenges into opportunities for growth.
• 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.
• You will contribute to the maintenance and ongoing development of our internal knowledge base, creating clear and helpful resources for both our partners and the wider Birdie team.
• Achieve all Partner Care Team KPI's including response times, satisfaction ratings, handling time, chats closed per hour, call connection rates, and quality assurance scores to ensure our partners receive the care they deserve.

• You’re fuelled by purpose, not just perks.
• You’re excited by pace, ambiguity and the chance to shape things from the ground up.
• You bring experience in customer support for technical software platforms and a passion for delivering exceptional customer experiences, thriving in fast‑paced, collaborative, and technology‑driven environments.
• You have brilliant written and verbal communication skills and can decipher a wide range of queries with ease.
• You are proactive by nature – going beyond reactive issue resolution to nurture positive experiences, strengthen relationships, and directly influence partner retention.
• You are comfortable with a start‑up environment, fast‑moving projects, and…