SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Birdie is a B Corp-backed healthtech platform transforming home healthcare delivery. Founded in 2017 and backed by Index Ventures, Sofina, and Omers, Birdie powers millions of care visits monthly for 116,000+ individuals across the UK. The company ranked #6 in Deloitte Fast 50 (2023) and is scaling rapidly while maintaining its mission-driven focus.
As a Customer Care Consultant (Partner Care Consultant), you will be the primary point of contact for care agencies, providers, and family members, delivering exceptional support across live chat, email, and phone channels. This role goes beyond reactive support—you'll proactively conduct scheduled check-in calls and outbound engagement to uncover hidden challenges, anticipate partner needs, and guide them toward maximum platform value.
Key responsibilities include: managing high-volume support across multiple channels while maintaining quality assurance, CSAT, and average handle time targets; conducting structured proactive outbound calls to identify escalation opportunities and prevent issues; developing deep product expertise to confidently support non-technical users; contributing to and maintaining the internal knowledge base; and serving as the voice of partners internally, sharing feedback with Product, Engineering, and Marketing teams.
You'll thrive if you have SaaS support experience, comfort with high-volume targets and QA metrics, proven ability to break down technical problems for non-technical audiences, track record of identifying and solving process gaps, and a growth mindset around feedback and performance coaching. Proactive learning, early blocker flagging, and ownership of your own development are essential.
The role is full-time (40 hours/week, Monday–Friday, 7am–8pm, plus occasional weekend rotation with time in lieu). This is an opportunity to stay close to product impact while building career progression as Birdie scales.
