Job Description
At arenaflex, we're revolutionizing the home healthcare industry with our cutting-edge technology platform. As a Customer Support Associate, you'll play a vital role in delivering exceptional support to our partners and their caregivers, ensuring they have the best possible experience with our platform. If you're passionate about customer support, technology, and making a real difference in people's lives, we'd love to hear from you. **About arenaflex** arenaflex is the leading home healthcare technology platform that's transforming the lives of older adults. Our all-in-one solution supports over 4.8 million 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. With a total raise to date of $55M, we're committed to fueling our mission to transform care. Recognised for our innovation and impact, we've received numerous accolades, including ranking 6th in the 2023 Deloitte UK Technology Fast 50 and 21st in Deloitte's EMEA Technology Fast 500 in 2024. We're proud to be a B-Corp certified company, leveraging technology to reimagine home care and make a meaningful difference in the lives of millions. **Your Mission** As a Customer Support Associate, your mission will be to provide exceptional support to our partners and their caregivers, ensuring they have the best possible experience with our platform. You'll be responsible for investigating, triaging, escalating, and resolving any issues raised by care managers and care professionals. Our product is a care management, rostering, and billing platform for the care industry, and you'll be assisting with its usage and understanding. You'll be the voice of our customers internally at arenaflex and will become the go-to expert on customer needs, communicating this feedback to the Product, Engineering, and Marketing teams. Your ability to build trust, provide proactive support, and deliver long-term value will be instrumental in driving customer retention and satisfaction. **How You Will Contribute** * 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. * You'll contribute to the maintenance and ongoing development of our internal knowledge-base for Support queries. * You'll significantly improve Birdie user satisfaction thanks to your outstanding and consistent levels of support. * You'll achieve all Support Related KPI's, including Response Times, Satisfaction Ratings, Close Times, and chats closed per hour. * You'll care deeply about providing great support and will be seen as a brand ambassador. * You'll engage with home care agencies, understanding agency managers and caregivers' requirements, and 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. **We'd Love to Hear from You If:** * You have brilliant written and verbal English communication skills. * You have the confidence and ability to decipher a wide range of queries. * You have experience of working in Customer Support and ideally supporting a technical software platform/package. * You have experience using Live Chat support systems and are also comfortable giving email and telephone-based support. * You're a self-starter, comfortable working independently, but also know when to ask for advice or support from others. * You are proactive – going beyond reactive issue resolution to nurture positive experiences, strengthen relationships, and directly influence customer retention. * You are passionate about customer support and are committed to going above and beyond for your customers, pulling in whatever resources are needed to deliver a great experience for them. * You are comfortable with a start-up environment, fast-moving projects, and agile approaches, able to prioritise and manage multiple tasks at once. * Not all processes and procedures are documented, so you will have the opportunity to help shape the way we do things. * You have a good understanding of, and an interest in, technology. * You have experience working with multiple and sometimes complex systems and are not afraid to learn new skills quickly. * You are excited to get stuck in with a fun and diverse team. **Why arenaflex?** At arenaflex, you'll be part of a passionate and diverse team dedicated to transforming the future of home care. You'll have the opportunity to make a real difference, learn and grow, and contribute to a mission that truly matters. We offer a supportive and collaborative work environment, where your ideas are valued and your contributions are recognised. Join us and be a part of something extraordinary. **What are the Benefits?** People are our core strength. We're a B-Corp certified company, boasting an outstanding culture with strong values. We offer intentional benefits and invest in our team's growth, satisfaction, and ability to thrive: * **Compensation**: Our salary packages are competitive, with a starting salary of £30k. We also grant generous stock options to any permanent employee at the end of the probation period. * **Location**: This role will need to be based in the UK. We organise regular in-person events and online socials to make sure you can meet up with peers. * **L&D budget**: Learning and growing is a fundamental part of arenaflex life. You'll have an annual personal development budget to put towards books, courses, trainings, and conferences. * **Work From Home budget**: Making your workspace comfortable is important to us, you'll have access to a WFH equipment budget to ensure you have what you need. * **Paid time off**: We offer 33 days of holiday (inclusive of bank holidays) and close between Christmas and New Years outside of this. * **Birdie giving days**: Birdie is a B-corp and we care deeply about ethical and social impact. Birdie will pay you for 2 days of volunteering (to a cause you're passionate about) each year. * **Sabbaticals**: We want Birdies to stick around for a while! After 4 years, you can choose to take a sabbatical of up to 3 months. * **Private health insurance & Gym and wellbeing discounts**: Comprehensive health insurance with AXA that covers many physical and mental health costs. Gym discounts and numerous other wellbeing perks via Happl. * **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. * **Fertility Leave**: Birdie recognises the emotional and physical challenges of fertility treatment and investigations, and supports all Birdies by offering 5 additional paid days of leave. * **Employer pension contribution**: Birdie contributes 4% of your salary to your pension when you contribute 5% (UK Birdies). * **Frequent company socials, trips, and meals**: We organise many socials, quarterly retreats, and annual company-wide retreats. * **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. * **Diversity, Equity, Inclusion, and Belonging**: At arenaflex, we're committed to creating an environment that promotes diversity, equity, inclusion, and belonging. If you're passionate about customer support, technology, and making a real difference in people's lives, we'd love to hear from you. Apply now and join the arenaflex family! Apply for this job