Customer Success Associate

About us

Are you looking to join a talented, diverse team, focused on a life-changing mission, at one of Europe’s fastest-growing tech startups? If yes, then you are in the right place!

We’ve recently been ranked number five in Startups100 and named as one of the Top 50 Startups to work for in 2020. 

At Elder, our people aren’t just part of a team, they’re part of something bigger. We are a team on a mission to fundamentally change what it means to grow old. 

We think a strong team is built through difference. From Mexico City to Manchester, Stockholm to Sterling, Hong Kong to Hull, Elders come from all over the UK and the word. 

It matters that you’re unique. It matters that you’re great at what you do. And, obviously, it matters how much you care about what we do. 

About the role 

Due to continued growth and success, we are looking for an emotionally intelligent and caring Success Associate to join our lively and driven Carer Success team with a focus on providing a world-class customer experience. 

Working in a role where no two days are the same, you will be the first point of contact for all inbound calls, emails and live chat to assist and support carers on a wide variety of requirements and queries ensuring Elder is always available to carers. 

If you are driven, enthusiastic and proactive, there is always a new challenge to focus your energy on. You will work in line with our policies and processes, but add your own talents to make the difficult look easy and find new ways to delight carers.

Responsibilities 

  • Managing a range of carer interactions across a wide variety of needs and queries
  • Provide constructive feedback to management and cross-functional teams to improve the customer and carer journey
  • Building strong relationships through every interaction to better deliver an exceptional carer experience 
  • Take ownership and act decisively to solve problems, make your time count, and deliver results

Requirements

  • Experience and passion for delivering exceptional customer service even in high-pressure situations
  • A natural ability to build strong rapport and relationships
  • Excellent communication skills - both spoken and written
  • Ability to think outside-the-box in relation to problem-solving and willingness to go the extra mile
  • Ability to remain courteous and polite when faced with a difficult situation 
  • Ability to recognise the issues before they become problems and escalate them to the appropriate team.

Benefits

We’re a service business and we know that without the best people, we cannot build the best company which is why we treat our team very well. We can offer:

  • Competitive Salary + bonus 
  • Stock Options (We are post-series B & backed by some of the best VC’s in Europe)
  • 25 days holiday + bank holidays
  • Plenty of socials and team lunches
  • Amazing office in the heart of the tech scene in Old Street
  • Macbook + any particular extras you require
  • AND a genuine opportunity to be a very key part of a high growth business.

Do something you genuinely care about. Join a diverse team of skilled, passionate and progressive people who like to get on with each other. Work at one of Europe’s fastest-growing startups. Apply today

Elder recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status.

Or, know someone who would be a perfect fit? Let them know!

London

230 City Rd
EC1V 2TT London Directions talent@elder.org View page

Why join us?

If joining a talented, diverse team, focused on a life-changing mission, at one of Europe’s fastest-growing startups wasn’t enough, we offer a whole load of other perks.

  • Pension scheme

    In the sector we’re in, we realise the importance of getting our finances in shape for when we’re older. That’s why we’ll help contribute towards your pension

  • Cycle-to-work scheme

    With a fully-flexible cycle-to- work scheme, you can avoid being squashed onto the tube and get the bike you want from the shop you want. For a leaner, greener way to work.

  • Regular reviews

    We know people develop in different ways. Regular reviews may not just result in a raise, but also the opportunity to help you find a new field in which you can flourish.

  • Free fruit and drinks

    With a load of fresh free fruit, you won’t struggle to get your five a day. Plus, when you get to the end of the week, there’s a full fridge of booze to get your weekend started

  • Upgraded social life

    With a weekly bar tab at the local pub, regular all-company socials and an annual offsite, you’ll really get to know everyone in the company.

  • All equipment

    Whatever your role, you’ll get your very own Mac. But we’ll also provide all the tools you need to do your job. All you have to do is ask.

  • Bagel Tuesdays

    Tuesday mornings are all about filling our faces. With options for every dietary requirement, get to the kitchen early to avoid the queues and eat as many bagels as you can.

  • Sensible sick leave

    Mind or body, when you’re ill, you’re ill. You shouldn’t work. We trust you to let us know when you’re under the weather and pay you like it’s any other day.

  • Learn and teach

    We all have our own areas of knowledge. But we think shared understanding helps make everyone’s life richer. Expect to watch and give some perspective-changing talks.

  • Generous holiday

    Time out of work is vital for a more productive time in work. With 25 days off, plus bank holidays, that you’re able to carry over to the following year, you’ll have enough time to rest.

  • Exclusive discounts

    From coffee and cinema tickets to phone contracts and Apple gadgets, with Perkbox and CharlieHR discounts, you’ll notice your money starts to go that little bit further.

  • Interest and sports clubs

    Whether it’s a bit of five-a-side, pursuing the cultural zeitgeist, putting the world to rights, or winning a bit of cash at the poker table, our clubs bring us together to do our own thing.

  • Share options

    You do your share of the work, you should get your share of the success. Everyone who works here gets the opportunity to own a stake in the company.

  • Pay for new parents

    Whether you or your partner has just had a child, or you’ve decided to adopt, new mums and dads get 12 weeks of flexible parental cover at full pay.

  • Discounts on care

    When you’re spending your whole day thinking about social care, it’s only right you can afford care for your own family. We make sure you can with a reduced rate for your loved ones.

Workplace & culture

It’s a group of people who get on, giving everything they’ve got to fundamentally change what it means to age. 

Already working at Elder?

Let’s recruit together and find your next colleague.

email
@elder.org
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