Customer Support Associate

Customer Success Associate Type: Full-time Reports to: Senior Operations Manager, Customer Experience What We Do At Heat Geek, we are tackling one of the UK’s biggest carbon contributors: home heating. Nearly 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 have already prevented over 1,000,000 kg of carbon from entering our atmosphere as of January 2026, and we aren’t stopping 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 At Heat Geek, our ambition is to deliver a best in class customer experience - every homeowner and installer should feel genuinely looked after from the moment they sign up to long after their heat pump is running smoothly. As a CX Associate on our Operations Team, you’ll be at the heart of making that a reality. You’ll own the end-to-end installation journey from a customer experience perspective: • Resolving support queries • Managing escalations with care • Building self-service resources • Gathering customer insights • Driving process improvements to prevent recurring issues • Identifying installer and customer pain points This is a hands-on role with real ownership — you’ll see the direct impact of your work in the satisfaction of customers and installers alike. If you care deeply about getting things right for people, are curious about how systems work, and thrive in a fast-moving startup environment — we’d love to meet you. 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 Own the customer journey • Be the primary point of contact for homeowners and installers throughout the installation process • Manage support queries across email and phone with professionalism and empathy • Own and manage customer complaints and escalations end-to-end • Manage final payments, proposal variations and aftercare queries,coordinating with internal teams • Support customers through Design Consultation queries and homeowner agreement terms Build and improve the experience • Develop and maintain self-service resources (internal databases, customer facing FAQs, etc.) • Liaising with internal teams and suppliers to manage post-installation aftercare • Track and manage remediation spend and cases • Work cross-functionally to identify root cause of issues and close the loop Surface insights and drive improvements • Identify patterns in support queries and customer feedback • Translate insights into actionable improvements • Drive process innovations to reduce repeat issues • Contribute to SOPs and team knowledge-sharing Candidate Requirements • Background in customer service, CX, or operations • Comfortable handling high volumes of interactions (email + phone) • Proven ability to manage multiple priorities in a fast-paced environment • Experience with CRM tools and workflow systems • Analytical mindset — able to extract insights from data and interactions • Startup or tech-enabled business experience It’s a bonus if you have… • Experience with heat pumps, renewable energy