Senior Customer Support Executive

About us

Log my Care is one of the fastest-growing Care Software start-ups in the UK, having quadrupled its customer base since 2020. Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK’s most vulnerable people. The sector is over 60% analogue and paper-based, losing out on the many benefits technology can bring. We’re passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.

The role

We are looking for an experienced and proactive Senior Customer Support Executive (IC3) to join our team and take ownership of more complex queries, support operations, and mentoring responsibilities.   You’ll play a key role in supporting our enterprise customers, driving process improvements, and collaborating across teams.

💰 Salary Range : £35K - £38K

🏢 Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

As our Senior Customer Support Executive, you will:

• Handle complex support cases with confidence and empathy, acting as a key escalation point and maintaining high standards of communication and documentation.
• Own support for Enterprise and Key Accounts , working closely with CSMs to deliver a white-glove experience and ensure technical and operational issues are resolved promptly.
• Manage onboarding account setup for more complex customers, auditing and refining processes to ensure smooth transitions to the Customer Success team.
• Act as a Chargebee champion , resolving non-standard billing issues and coaching peers on best practices.
• Mentor junior Support Executives , providing guidance, coaching, and contributing to a culture of continuous improvement.
• Support operations , including workload distribution, backup planning, and workflow enhancements.
• Lead frontline communications during product incidents , keeping customers informed with timely, calm, and clear updates.
• Collaborate cross-functionally , co-owning support insights and feedback loops with the Head of Customer Success and presenting monthly retrospectives to senior stakeholders.
• Drive knowledge and process improvements , creating help articles, macros, internal training, and customer resources.
• Lead support webinars and assist with release communications , ensuring customers are informed and confident in using new features.
  

This will be a great opportunity for you if you want to:

• Take ownership of more complex support challenges and make a visible impact on customer experience.
• Grow your leadership and mentoring skills by supporting junior team members and contributing to support operations.
• Work closely with Product, Engineering, and Customer Success teams to shape how we improve our products and services.
• Play a key role in live incident management, customer communication, and feedback loops.
• Join a mission-driven company that’s helping transform the care sector with technology.
  

What we're looking for:

• 3+ years of experience in Customer Support, ideally in a SaaS environment.
• Strong experience handling complex, sensitive, or high-impact customer cases.
• Advanced proficiency in Intercom, HubSpot (including reporting), and Chargebee.
• A logical, organised approach to problem-solving and strong attention to detail.
• Experience mentoring or coaching junior team members.
• Confident in managing high-value client relationships and collaborating with CSMs.
• Calm and clear communicator under pressure, particularly during live incidents.
• Comfortable working in a fast-paced start-up environment and representing the Support team cross-functionally.
• Bonus points if you have a background in care or understand the challenges faced by carers and care providers.

The Interview process:

1. Submit your Application
2. Exploratory call with Olivia, our People Manager (30 mins)
3. Interview with Owen, our Customer Operations Executive (Hiring Manager) and/or Felena our Senior Customer Support Executive via Zoom (45 mins)
4. In-person task with Owen + Lizzie our Sales Director (1 hour)
5. Final interview with Sam (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC (20 minutes).

D&I Statement

Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences and skills. We treat every employee equally and fairly, regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.

Recruitment notice

Note to recruitment agencies: Log My Care is committed to building a long-term approach to our hiring strategy; we are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches.