Job Title: Customer Support Executive

Reporting To: Head of Customer Support

Location: Remote Working, with some occasional visits to the office in Bournemouth when required

Salary: Competitive

Job Type: Full Time 37.5 hours a week

Our Purpose

As a current market leader, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information.

We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector we will not become complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible.

About the Job

As a Customer Support executive at Nourish, you will play a key role in delivering exceptional customer experiences and ensuring our clients get the most out of our ground-breaking Nourish Care platform. You’ll be the first point of contact for a variety of support queries, using your problem-solving skills and product knowledge to provide quick, effective solutions.

Working in a fast-paced, dynamic environment, you’ll be tasked with managing multiple customer conversations simultaneously across live chat, phone, and email. You'll have the opportunity to become an expert in our platform, providing empathetic and solution-focused support to build strong relationships with our clients.

In this role, you’ll work closely with internal teams, sharing customer feedback to drive continuous improvement and collaborating to resolve more complex issues. Your contributions will directly impact customer satisfaction, helping to ensure that Nourish’s clients are always happy, supported, and confident in using our product.

This role offers a great opportunity to grow within a rapidly expanding SaaS company while making a meaningful impact on our customers and the business.

The role and your responsibilities

• Respond promptly to inbound customer queries via live chat, email and phone, delivering clear, friendly, and efficient support
• Ensuring all support is delivered efficiently and effectively in line with specific SLA's (first response, resolution time and first contact resolution) and to the customer's satisfaction.
• Triage and categorise incoming support requests to ensure the right level of priority and streamline issue resolution
• Help clients resolve their questions and issues efficiently, with a focus on first-time resolution and satisfaction
• Escalate complex or technical issues to second-line support teams, ensuring seamless handover and continued customer care
• Communicate effectively with internal teams to ensure customer feedback and needs are addressed quickly
• Actively contribute to process improvements and knowledge sharing within the support team.
• Become a confident expert in the Nourish Care platform, delivering prompt, polite, and empathetic support to always ensure an exceptional customer experience
• Support the wider team in building strong, trust-based client relationships that contribute to business success
• Take on additional responsibilities as needed, contributing to the wider goals and success of the company
• Work within a rota-based shift pattern, including some weekends and bank holidays (with on-call pay provided for bank holidays)

Required experience

• Experience in customer support is essential, ideally within a B2B SaaS or tech-driven environment
• A proactive mindset with a positive, can-do attitude and a genuine desire to help customers succeed
• Excellent organisational skills, with the ability to manage multiple conversations and priorities at once
• Comfortable working in a fast-paced, ever-evolving environment and open to continuous learning and improvement
• Strong collaboration skills, able to work well across different teams and departments
• Friendly, clear, and professional communicator with strong interpersonal skills, both internally and with clients
• A good dose of common sense, initiative, and a drive for personal growth in a growing tech company

Key Performance Indicators:

• Adherence to internal SLAs across all support channels
• First response time and average/median response times for
• Frequency and quality of responses, ensuring consistency, clarity, and professionalism in every interaction
• First contact resolution (FCR), aiming to resolve customer issues efficiently without the need for follow-up
• Customer Satisfaction (CSAT) scores and direct client feedback - maintaining a high standard of ‘client happiness’
  

Nourish Benefits:

• 25 Days paid leave, Plus Public holidays
• Additional incremental leave for length of service up to 5 days.
• Private Medical Insurance
• Group Life Assurance
• Dental Cover
• Optical Cover
• Employee Referral Bonus Sceme
• Enhanced Maternity leave
• Pension Contribution
• Employee Assistance Programme
• Birthday Day off
• and many more.....

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents. Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles.
The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.