Support Associate

Type: Full-time Working Hours: Full time, Monday - Friday 9am-6pm Reports to: Senior Upgrades Manager Salary Range: £32,000-38,000+ depending on experience What We Do At Heat Geek, we are tackling one of the UK’s biggest carbon contributors: home heating. 20% of all UK carbon emissions stems from home heating – and that contribution is even bigger on a global scale. At Heat Geek, we are changing that. By simplifying a traditionally complex industry and revolutionising the technology used by installers, we’re making low-carbon heating mainstream. We are on track to prevent 1,000,000 kg of carbon from entering our atmosphere in Q1 of 2026, and we won’t stop there! Join Us! People are at the core of who we are and what we do. From decreasing homeowners’ energy bills to help with the cost of living, to empowering talented heating engineers to perform outstanding installations, to ensuring a greener world for all of us, we believe in the power of what we can all do together. – And we need passionate, talented, hard working people to be a part of this journey. Your Mission Heat Geek is excited to bring a Support Associate onto our team. In this position, you’ll be the first point of contact for installers needing help while working on live jobs. You’ll provide essential support when installers experience issues on site, helping them solve problems quickly so installations can continue smoothly. You’ll also support homeowners after their installation, ensuring they receive timely help from their installer and the correct information from Heat Geek when needed. Working closely with our technical and account teams, your role is crucial in keeping installations moving and ensuring both installers and homeowners have a seamless experience. If you’re reading this and it resonates with you, we know that you are talented and could do this work anywhere. But we want you to do it HERE, with us, because we need persevering teammates who care about making a real difference in the world. Role Outputs • Installation support: Be the voice on the phone for installers and homeowners during live installs, helping keep every job on track from start to finish. • After-sales care: Look after homeowners once their system is installed, giving them clear, timely help and answers. • Query ownership: Own common queries end to end and resolve them yourself using our structured processes. • Escalation: Know when an issue needs more expertise, and hand it to the right Account Manager or technical specialist with everything they need to pick it up. • Complaints: Manage straightforward complaints through to resolution, keeping customers informed along the way. • Process improvement: Spot recurring questions and issues, and turn them into better support documentation and SOPs as we scale. • Follow-through: Keep accurate records of every interaction and make sure nothing falls through the cracks, so actions are completed and colleagues always have the full picture. • Product knowledge: Stay up to date with Heat Geek's services, processes and knowledge resources. Candidate requirements • Experience: 5+ years in customer support or a similar customer-facing role • Phone confidence: A strong track record in phone-based support. You're at your best on live calls and comfortable handling a high volume of them. • Communication: Excellent spoken and written communication, able to explain things clearly to installers and homeowners alike • Empathy: Warm, friendly and patient, with a genuine care for helping people. You can put yourself in a frustrated homeowner's or installer's shoes and leave them feeling looked after. • Composure: Calm and clear under pressure, especially when handling urgent or difficult live queries • Ownership: Highly organised