Customer Support Executive

Customer Support Executive

• Reporting To: Head of Customer Support
• Location: Bournemouth
• Salary: Competitive
• Job Type: Full Time 37.5 hours a week
• Our Purpose: A Better Life for Everyone

Nourish is not simply a technology company; we are a digital partner for the social and health care sector rooted in human connections, with the person being supported at its core. We offer a range of co-produced software solutions tailored to the unique challenges of care, while still being flexible enough to meet the specific needs of each individual service we work with.

We are at an exciting stage of growth. While we are the market leader, we remain ambitious and dedicated to our mission. We continue to revolutionise the sector by investing in our platform and our incredible employees who make this impact possible.

Our Ecosystem

At Nourish, you will contribute to a sophisticated ecosystem that includes:

• Technology that impacts a million people every day: Our core products are used by over 425,000 carers to support 417,000+ individuals
• The Nourish Partnership Programme (NPP): A sector-leading programme that manages strategic integrations with third-party systems to ensure seamless data syncing and interoperability across the care journey.

Our Culture & Values

We look for people who align with the way we work. If you join us, you are joining a culture defined by:

• Making a Difference: We remember who we serve. We are passionate about making a meaningful, positive impact on the lives of carers and those we support
• Agility: We continuously refine and adapt. There is no room for complacency here; we are driven to constantly review and improve our products and processes.
• Collective Effort: We help each other out because we know that when one person wins, we all win. It's "all hands-on deck" - everyone is in it together.
• Every Person Counts: We treat everyone as a very significant part of our community. We welcome people being their true and authentic selves and value the diverse perspectives they bring.
• Openness to Learning: We believe no question is a silly question and all insights are valuable. Mistakes are part of the improvement process; we dust ourselves off and begin again.

The Team & Role

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 groundbreaking 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.

Key Responsibilities

• Respond promptly to inbound customer queries via live chat, email and phone, delivering clear, friendly, and efficient support
• Ensure all support is delivered efficiently and effectively in line with specific SLAs (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 products, 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 between the hours of 7am and 7pm, Monday to Friday

Requirements

• 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

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

• Annual Leave: 25 days basic + Public Holidays + an extra day for your Birthday.
• Service-Related Leave: 1 extra day for each completed year of service (up to 5 additional days).
• Health & Wellbeing: Private Medical Insurance (including a personal health fund), Health & Wellbeing platform with 24/7 GP access, and an Employee Assistance Programme (EAP).
• Family & Security: Enhanced Maternity Leave, Group Life Assurance, and Pension Contribution.
• Growth & Connection: Regular career reviews, Referral Bonus schemes, and social events throughout the year.

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.