Customer Support Executive

**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.

**The role**:
We're looking for a proactive and people-focused** Customer** Support Executive (IC2)** to deliver fast, friendly, and effective support to our customers. You’ll be the first point of contact for day-to-day queries, helping care providers get the most out of our platform while continuously improving how we support them.

**Salary Range**: £30K - £35K

**Location**:This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

**As a Customer Support Executive, you will**:

- **Deliver outstanding frontline support** by resolving straightforward customer issues independently and escalating complex queries with relevant context.
- **Manage onboarding account setup**, creating customer records in Back Office and billing accounts in Chargebee, ensuring accuracy before handover to Customer Success.
- **Contribute to our knowledge base**, creating and maintaining helpful support articles, demo videos, and training content to reduce future inbound volume.
- **Stay hands-on with our tools and processes**, confidently using Intercom, HubSpot, and Chargebee, and following tagging, escalation, and workflow protocols.
- **Provide feedback across teams**, sharing frontline insights and suggestions with Product and GTM teams to help improve our product and service.
- **Support OOH (out-of-hours) coverage** by monitoring workflows, flagging gaps, and participating in retrospectives for continuous improvement.

**This will be a great opportunity for you if you want to**:

- Build deep product knowledge in a growing SaaS start-up.
- Hone your communication, problem-solving, and support skills in a high-volume, fast-paced environment.
- Contribute directly to customer experience and satisfaction.
- Be part of a mission-led company that's making a real difference in social care.

**What we're looking for**:

- 2-3 years of experience in a Customer Support, ideally in a SaaS or tech environment.
- Proficiency with live chat support tools (e.g. Intercom, Zendesk) and CRMs (e.g. HubSpot, Salesforce, Freshdesk).
- A “customer first” mindset with a genuine passion for helping others.
- A logical, organised approach to problem-solving and a strong attention to detail.
- Excellent written communication skills; clear, empathetic, and professional.
- Confidence working to performance targets around quality and productivity
- Comfortable working in a fast-paced start-up environment and familiar with agile ways of working.
- A desire to continue developing your customer service and technical skills.
- **Bonus points** if you have a background in care or understand the challenges faced by carers and care providers.

**The Interview process**:

- Submit your Application
- Exploratory call with **Olivia,**our People Manager (30 mins)
- Interview with **Owen**, Customer Ops Executive**+(Hiring Manager) via Zoom (1 hour)
- In-person task with **Owen** (1 hour).
- Final interview with **Sam** (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC (20 minutes).

**D&I Statement**:
Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences and skills. 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.

**Recruitment notice**:

- Note to recruitment agencies: Log My Care is committed to building a long-term approach to our hiring strategy; we are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches._