Want to help us build the world’s best childcare service?
We're looking for clever, nice people for a part time role in the customer support team of a friendly startup.
Koru Kids is building the world’s best childcare service. We’re making it easier and more affordable for families to access high quality childcare. We’re growing, are backed by fantastic investors, including top venture capitalists and business angels, and have won a bunch of awards. You can find out a lot more about Koru Kids and our culture on our main careers page.
Job details
This is a part time (24 hours) role in our customer support team.
Hourly rate: This role is paid at £13.15 per hour in London / £12.26 per hour outside of London.
This means the full time salary would be £25,500 – £27,352, then pro rata’d for part time (24 hours): £15,300 – £16,411.
Hours: This is a part-time role of 24 hours. Our core hours are 9am-6pm Monday – Friday and we are open to how any successful candidate may wish to work their 24 hours within these times.
Some examples of working patterns may be:
* 4 half days per week plus 1 full day a week
* 2 full days per week and 2 half days
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 – we doubled in size in 2021 and we’ve delivered over 1M hours of childcare. We’re backed by strong investors and top-class VC’s. 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 also really committed to working with integrity, doing the right thing and building a company we are truly proud of.
About the role
You’ll be responsible for matching our families and nannies together. Most of your role will be spent speaking with families and nannies to help them decide if they are a perfect match for each other. The team’s purpose is to support families and nannies to make informed, timely decisions about working together. We care about making high quality matches that last, where the focus is on the longer-term customer experience.
We’ll give you all the training and support you need to do the job really well. In particular, you’ll learn advanced techniques to help customers resolve problems and make decisions. You’ll have the freedom to experiment and improve the way we do things. This is a really great experience to work in a fast paced startup.
The role can be generally remote, but there is the opportunity to work from our office in Old Street, London, if you’d prefer. You’ll receive the training and support you need. You’ll be a crucial part of the team, and have our trust that you can do a great job.
Please note that whilst the role is generally remote there is an expectation to visit our office in London around 6 times a year for team training and socials.
About you
You’re friendly, switched on and a great communicator – you’re a people-person! We’re after an all-rounder who is clever, practical and nice. 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.
We want you to love this job, so these are the essential skills and behaviours we're looking for:
* You love speaking to new people. You’re warm, friendly and personable. You’re empathetic by nature.
* Although you like to talk, the most important thing you’ll do is listen.
* You love communicating with people. You’ll enjoy speaking to customers on the phone, chatting with your team on Zoom and you’ll get great satisfaction from writing an amazing email.
* You’re a team player and love the sense of achievement from working together to get stuff done.
* You’ll happily get stuck in and give something a go, but are equally happy to ask for help when you need it.
* You’re able to write clearly and accurately, with perfect spelling and grammar.
* You’re focussed and work at a fast pace. You can manage your own time and prioritise tasks effectively.
* You thrive on learning. You actively seek out feedback and are constantly looking for ways to learn and improve your craft.
* You have good judgement and can spot inconsistencies. You aren’t afraid to question things.
* You’re detail-oriented. You’re able to input and update data accurately.
* You roll with it. You understand that startups are unpredictable environments. You are comfortable with a degree of chaos.
* You’re nice. You get that no player is bigger than the team. You fit right into our culture of supporting and helping each other, whilst improving childcare in London.
A typical day
9am – You grab a cup of coffee and join the company-wide (video) standup to hear what’s been going on across the business. You then jump on another quick zoom with your Team Lead to make sure everyone’s clear on this morning’s tasks, and go over any key updates you need to know to do an amazing job.
9.30am – You open up your leads for the day and notice that four families you have been helping have offered a job to a nanny overnight. You get to work processing their job offer so that everything they need such as contracts can fall into place.
10am – You are on the inbound phone line this morning and take calls from a couple of nannies who haven’t heard back from a family after they attended a trial. You get some feedback on what went well when they met the family and make a note to follow up directly with the family later this afternoon. You’re pretty confident that the family is ready to offer a role but it sounds like they need to understand the payment plan based on the nanny’s feedback.
11am – Your inbox is looking pretty full with responses following an sms campaign yesterday. There are lots of families who have additional questions about the service and you work through each one composing thoughtful responses with an action for the family to do following your message.
12pm – 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.
1pm – A welcome break after a hectic morning! You grab some food and head outside to make the most of the good weather.
2pm – Your Team Lead runs a session on how to increase interview conversion. There is lots of lively discussion and your team comes up with lots of new ideas. You volunteer to speak to the product team about a small change that you think will have a big impact and make a note to follow up on results in a couple of weeks.
3pm – You open up your leads and start to work through your interviewing families. You haven’t heard from a couple of families since their interview so you reach out to both the nanny and the family to find out how things went and if we can offer a trial to see if they are a good match for one another.
4pm – You’re still working through your leads when you pick up a query from the customer support team. They have just had a family on live chat who’s nanny has handed in their notice. They need an urgent replacement to start next week. You assign the family as one of your leads and reach out to offer some suggested profiles, encouraging them to start messaging nannies straight away.
5pm – Back in your leads and your next focus is to look at families who have trialled a nanny in the last two weeks but not yet hired. While you are reaching out to everyone, you notice a pattern and have a great suggestion on how to increase conversion. You send a note on slack to the CRM team. You manage to get two families to offer the role during your calls and one of them is for 30 hours – the rest of the team congratulate you and ask for some tips as they know this family has a tricky set of requirements.
5.45pm – The phone lines are closed, so you do one last check of your leads and make sure you’ve ticked off all your tasks for the day. You check back on your inbox in case there is anything urgent before you wrap up, saying goodbye to the rest of the team.
This role is paid at £12.26 per hour / £13.15 per hour London.
Working hours
Our core working hours are Monday-Friday 9am-6pm, but we can be a bit flexible.
* A 45 minute remote timed test (at a time that suits you)
* A call with Sam (Customer Support Manager) and Kate (Matching Team Lead)
* A Zoom chat with Sam and Alan (Head of Operations)
* Reference checks & a meet the team call
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.
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