Customer Support Executive

Salary: £28,000 full time

Hours – 40 per week 9am – 6pm

Hear from the team

About Koru Kids

At Koru Kids we have a triple mission: to support working parents during the hardest years of their life, to give children the best possible childhood to allow them to flourish as adults, and to create really great jobs for childcarers. We’re a marketplace, which means we have two customers: people who look after children and families. The challenge is massive, but our team is really good.

Our business is growing fast and we’ve delivered over 5 million hours of childcare. We’re backed by strong investors and top-class VCs. Our culture is informal, hard-working and kind. The team is an A++ when it comes to talent and our “no dickheads” rule means we’re also a humble and supportive bunch. We’re really committed to working with integrity, doing the right thing and building a company we are truly proud of.

We’ll provide comprehensive training and support to help you excel.

Please note: While the role is primarily remote, you’ll visit our London office around 6 times yearly for team training and social events (travel expenses are covered by Koru Kids).

3 reasons this role is great

• You’ll make a difference to families and nannies every day. Finding childcare is stressful, and you’re often the person who makes it feel manageable.
• You’ll see the whole business up close. Customers tell you what they love and what isn’t working, and we want your ideas on how to make it better.
• You’ll be part of a kind, supportive team who help each other with the tricky queries, with full training from your first day.

About you

You’re a people-person who thrives on communication and problem-solving. You’re warm, empathetic, and can stay calm under pressure – essential qualities when dealing with childcare challenges. You thrive in environments where not everything is figured out yet and can navigate ambiguity with confidence. We’ll also be looking for evidence of drive, aspiration and enthusiasm in stuff you’ve done outside of work.

You must be eligible to work in the UK.

Essential skills and behaviours

• You’ll love communicating with people. You’ll enjoy speaking to people on the phone and get great satisfaction from writing an amazing email.
• You’ll be warm and empathetic. The truth is that childcare can be stressful! You’ll provide a listening ear and reassurance, staying calm and positive when things don’t go to plan.
• You’ll love learning new things, and will know our service and our product inside out. You’ll be a Koru Kids ‘encyclopedia’, ready to answer most customers’ questions that come your way.
• You’ll be a problem solver at heart. You’ll be obsessed with getting to the root of an issue and won’t stop until you’ve found a resolution to your customer’s query. You’ll proactively gather information and liaise with team members in order to provide the answers our customers need.
• You’ll be organised and efficient. You’ll be able to manage your workload and prioritise tasks effectively. You’ll also be happy multitasking, switching easily between different customer queries that come your way.
• You’ll be tech-savvy. You’ll be confident working across multiple platforms to access and update customer data. We’ll give you all the training you need for each programme, but you’ll need to be able to pick things up fairly quickly.
• You’ll be a team player. You’ll recognise that we all have a part to play in the company mission, and you’ll be excited to contribute to improving childcare for working families.

A typical day

9am – You grab a cup of tea and join the company-wide (video) standup to hear what’s been going on across the business. You then jump on another quick call with the Customer Support team to go over the plan for today.

9.30am – You’re in charge of live chat this morning. There’s a few nannies who are asking for updates on their applications. One nanny is confused about who they should provide as a reference. Another nanny is having technical issues with the online training. There’s also a few queries from parents asking about how our pricing works. You know our service inside out, so you’re able to quickly resolve any query that comes your way.

10am – You get a phone call from a stressed mum. She’s just found out she needs to be back in the office in a few weeks, so needs to find some after school childcare ASAP! You reassure her she’s come to the right place and tell her all about the part-time nanny service. She can’t believe how great it sounds, she’s going to sign up straight away.

11am – We’ve just sent out invoices to families, so the phones have got a bit busy. One family is a bit confused about how their invoice has been calculated. You love solving problems and notice their nanny has accidentally submitted the wrong times for some of their shifts. You reassure the family you can amend this for them and they’re relieved they won’t be overcharged. You log a ticket with the payroll team to get this fixed, before your next phone call comes in.

11.30am – Not every call goes well. A dad rings, angry that his invoice is higher than he expected. You go through it line by line and it’s correct: his nanny worked extra hours over half term. He doesn’t accept it, says some sharp things about Koru Kids and hangs up still unhappy. You take a breath, write up the call so the next person has the context, and pick up the next one. It’s the fifth question about invoices this morning, and you answer it as warmly as the first.

12pm – It’s lunch time. You’re working from home, so maybe you’ll pop to the local cafe for a coffee. Perhaps you’ll do some pilates, or do a crossword in the garden.

1pm – You’re back from lunch and it’s straight back to live chat. A nanny has messaged for some advice. She’s working with a child who is struggling to focus on his homework. You can tell she’s feeling a bit frustrated and doesn’t know what to do. You reassure her that we can help and suggest she speaks with someone from our team so you send her the link for her to book in a call. You also send out some prepared resources straight to the nanny’s inbox. She’s so grateful we can help her and she thanks you for being so supportive.

2pm – There is a booked call that you grab from a family who is about to return to work after their maternity leave. They are overwhelmed with their childcare decision and want to talk about all the paperwork they would need to do if they hired a nanny. You love calls like this as you know that Koru Kids takes away the mental load on all of this stuff. You can’t wait to reassure the family that we take care of it all using our app.

3pm – The general inbox is looking a bit busy so you take a few emails to work on. One family has been in touch as they want to bring their contract to an end. They’re moving out of London next month, so need some advice on how to end their arrangement. You check through their contract and advise them on their notice period. They’re going to speak to their nanny tonight, whilst you start to wrap things up on the system. You pencil a reminder for yourself to check in with them tomorrow to see how their conversation went.

4pm – A nanny calls as she’s starting work with a family next week, but she’s confused about what she needs to do for her DBS check. You can see she hasn’t yet booked an appointment to show us her documents. You pull up the booking system and schedule an appointment for tomorrow afternoon. After the call, you send her a follow-up email with her booking confirmation and information on which documents she’ll need to bring. She replies to your email to let you know you’ve been super helpful!

5pm – The phone lines are closed, so you work through the emails that came in during the afternoon and add notes to the system, so the team can pick up where you left off tomorrow.

6pm – You do one last check of your inbox. It’s been a busy day but you feel a huge amount of satisfaction when you send off that last email for the day. You close your laptop and enjoy the rest of your evening

Application process

• An application form
• Two 10-minute tasks, done online at a time that suits you. You’ll need a phone and somewhere quiet
• A 15 minute call with Mando (Customer Support Manager)
• A Zoom chat with Mando (Customer Support Manager) and Louise (Customer Support Team Lead)
• Reference checks & a meet the team call

We don’t ask for CVs. Your answers are separated from your name and marked blind, to reduce unconscious bias.

We’ll close this recruitment when we’ve found the right people. Until then we’ll keep accepting applications, so if you’re thinking of applying, don’t wait. If this page is still live, we’re still accepting applications.

Diversity & Inclusion

• We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing. Details are here and for a TON more info about our company culture in general, check out our careers page.