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.

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.

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.

Salary range

Salary Range: £30K - £35K
Location:This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

Responsibilities

As a Customer Support Executive 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 can occasionally face using Log my Care. Patience and empathy are key to this position.
• Maintain and optimise our internal and client-facing knowledge-bases.
• Maintain and optimise support-related processes by collaborating with our Customer Operations Executive.
• Share product ideas and customer insights with the Product Team.
• Support customers with their enquiries via support channels.
• Work closely with the product team to assess bugs, identify recurring issues, and analyse trends.
• Pro-actively identify customer needs so they can feed into our product roadmap.
• Collaborate with cross-functional teams to identify training needs and align content with department objectives.

Your experience

What we're looking for:

• A minimum of 2-3 years of experience in Customer Success or Support roles.
• Proficiency with live chat support systems (e.g., Intercom, Zendesk) and CRMs (HubSpot, Salesforce, Freshdesk).
• A “Customer First” attitude with a genuine passion for helping others.
• A logical, organised approach to problem-solving.
• Able to communicate effectively with customers and peers.
• Able to work against performance targets surrounding quality and productivity.
• Comfort working in a fast-paced start-up environment and familiarity with agile frameworks.
• A desire to develop your customer service and technical skills within an innovative environment.
• Bonus points if you have a background in care!

The Interview process

1. Submit your Application
2. Exploratory call with Olivia, People Manager via Zoom (25 mins)
3. Interview with Lauren, Customer Support Exec + Owen, Customer Operations Exec via Zoom (1 hour)
4. In-person task with Alex, Head of Customer Success + Owen, Customer Operations Exec (1 hour)
5. 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).

Recruitment notice

Our Benefits