Nourish Care
Customer Support Executive
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Customer Support Executive
Job Title: Customer Support Executive
About Nourish Care
As a current market leader, Nourish Care provides a digital solution for the health and social care sector, enhancing the recording, analysing, and sharing of information. We’re at a pivotal stage in our evolution, committed to revolutionising care for a better life for everyone.
Innovating the care sector depends on our incredible employees—people like you.
About the Role
As a Customer Support Executive at Nourish, you’ll be the first point of contact responsible for delivering exceptional customer experiences. You’ll leverage your problem-solving skills and product knowledge to provide quick, effective solutions for clients using our Nourish Care platform.
In this fast-paced, dynamic environment, you’ll:
- Manage multiple customer conversations simultaneously across live chat, phone, and email—ensuring efficient, empathetic, and solution-focused support.
- Collaborate with internal teams to share customer feedback, driving continuous improvement and resolving complex issues.
- Build strong client relationships that directly impact customer satisfaction and business success.
This role offers a fantastic opportunity to grow within a rapidly expanding SaaS company while making a meaningful impact.
The Role & Responsibilities
Key Duties
- Respond promptly to inbound queries via live chat, email, and phone, delivering clear, friendly, and efficient support.
- Meet specific SLAs (first response time, resolution time, and First Contact Resolution) to ensure customer satisfaction.
- Triage and categorise incoming support requests to prioritise issues and streamline problem resolution.
- Provide first-time resolution for clients, focusing on efficiency and satisfaction.
- Escalate complex/technical issues to second-line support teams with seamless handoffs.
- Share customer feedback with internal teams to address needs and drive process improvements.
- Act as an expert in Nourish Care products, delivering timely, polite, and empathetic support.
- Foster strong, trust-based client relationships contributing to business growth.
- Take on additional responsibilities to support the company’s broader goals.
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Working Conditions
- Shift-based rota, working 7am–7pm, Monday–Friday.
Required Experience
- Essential: Experience in customer support, ideally in a B2B SaaS or tech-driven environment.
- Mindset: Proactive, with a positive “can-do” attitude and a genuine desire to help customers succeed.
- Skills:
- Excellent organisation, managing multiple conversations and priorities simultaneously.
- Comfortable in a fast-paced, ever-evolving environment; open to continuous learning.
- Strong collaborator, working effectively across teams.
- Friendly, clear, and professional communicator with strong interpersonal skills.
- Personality: Driven, initiative-focused, and willing to grow within a tech company.
Key Performance Indicators (KPIs)
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- Service Level Agreement (SLA) adherence across all support channels.
- First response time and average/median response times for efficient support.
- Response frequency and quality, ensuring consistency, clarity, and professionalism.
- First Contact Resolution (FCR), aiming for efficient issue resolution without recurrence.
- Customer Satisfaction (CSAT) scores and direct client feedback, maintaining high standards of customer happiness.
Nourish Benefits
Nourish prioritises your well-being and growth with:
✅ 25 days paid leave (plus public holidays). ✅ Incremental leave for service awards (up to 5 extra days). ✅ Private Medical Insurance. ✅ Group Life Assurance. ✅ Dental & Optical Cover. ✅ Employee Referral Bonus Scheme. ✅ Enhanced Maternity Leave. ✅ Pension Contribution. ✅ Employee Assistance Programme. ✅ Birthday Day Off.
Equal Opportunities
All positions at Nourish are subject to:
- Enhanced DBS checks.
- Satisfactory references.
- Right to Work verification.
Nourish is an equal opportunities employer, wholeheartedly embracing diversity—including backgrounds, experiences, genders, ages, faiths, and personalities. Our collective uniqueness creates a special, inclusive workplace where care, impact, and fun thrive.
"Want to know what it means to care better? Then working with us is a great choice."
Join Nourish and experience a workplace where passion for people and innovation collide.
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