Job Description
About us
Log my Care is one of the fastest-growing Care Software start-ups in the UK, having quadrupled its customer base since 2020. Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK’s most vulnerable people. The sector is over 60% analogue and paper-based, losing out on the many benefits technology can bring. We’re passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.
D&I Statement
Log My Care is committed to being an inclusive and diverse place to work. The excellent work produced by our team would not be possible without bringing together all of the different backgrounds, experiences and skills that our team has. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.
The role
We are looking for a passionate and organised Customer Support Executive to join our ambitious team here at Log my Care. Reporting to Alex our Head of Customer Success, you will:
Become a Log my Care expert; including all operational aspects of the product, the care sector, our customers and our values.
Put yourself in the customer’s shoes to understand the challenges and issues they occasionally face using Log my Care. Patience and empathy are key to this position.
Maintain andoptimiseour internal and client-facingknowledge-bases.
Maintain andoptimisesupport-related processesby collaborating with the wider Customer Success Team.
Share product ideasand customer insightswith the Product Team.
Supportcustomers with their enquiries via support channels.
Develop engaging training videos and host live webinars.
Organiseand provide trainingforboth customers and the rest of the Log my Care team.
Work closely with the product team to assess bugs,identifyrecurring issues, and analyse trends
Proactivelyidentifycustomer needs fully so they can feed into our productroadmap.
Collaborate with cross-functional teams toidentifytraining needs and align content withdepartmentobjectives.
Salary range
£30K-£32K
Responsibilities
Your experience
You have2-3 years of SaaS experience.
You have experience usinglive chat support systems (Intercomand/orZendesk) and other CRMs (Hubspot,SalesForce, Freshdesk).
You are comfortable with a start-up environment, and agile frameworks and able toprioritiseand manage multiple tasks.
You want to work and grow in Customer Success and innovative technologies.
You'rea super-organised and enthusiastic people-person, eager to deliver exceptional service to our Log my Care customers.
You have strong interpersonal and communication skills(phone and in writing).
You take a logical and organised approach to problem-solving.
You are a team player who likes to be engaged with peerstoachieve results
You are empathetic and solution-driven.
The Interview process
Our Benefits
We offer exceptional benefits and invest massively in our team's happiness, well-being, and growth:
- Become part of a close-knit team making a huge impact on digital health technology to change the lives of thousands of people. We’re currently a team of 35!
- Hybrid working - we have a mixed model of office and home working. We work from our fancy Holborn offices on Wednesdays and Fridays and then the other 3 days from home.
- Base holiday - 25 days (+ bank holidays) and one extra day for every work anniversary.
- Remote working For up to 4 weeks per year, you can choose to be fully away from the office.
- L&D budget - growth is key. You’ll get a budget of £500 to go towards books, courses, conferences, workshops, or coaching of your choice.
- Private Health Insurance via AXA health insurance from day 1.
- Income protection insurance.
- Access to next-day mental health services via Spill.
- Enhanced parental leave (maternity/adoption/paternity).
- Flexible working options - we know that everyone has a life beyond work. So, we’re happy to talk about shifting start times to reduced hours. Whatever helps you to bring your best self to the table.
- Dog-friendly Office
- Company cycle-to-work scheme - big discounts and spread the cost of a new bike.
- Regular company socials and team lunches