Customer Support Agent - UK (Remote) - 6 month FTC

uture Energy Ventures; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Technical Support Agent to enhance residential EV charging programs. This role involves assisting EV drivers, resolving their issues, and collaborating with various teams to improve processes. You'll play a vital part in supporting utility partners across the US and Canada, ensuring efficient energy use and contributing to environmental sustainability. With a focus on customer satisfaction and a passion for climate change, this position offers a unique opportunity to be part of a forward-thinking team. Join us to help shape a cleaner, smarter future while working remotely and enjoying various perks.

Benefits

Remote Work

Access to Co-working Spaces

Health Insurance

401(k) or Pension

Paid Parental Leave

Life Insurance

25 Days Holiday

Annual Team Gatherings

100% Charity Matching

Qualifications

• Experience in customer support, ideally in a software company.
• Excellent communication skills for email, chat, and phone support.

Responsibilities

• Assist EV drivers in managed charging programs and resolve issues.
• Collaborate with teams on feedback and escalated troubleshooting.

Skills

Customer Support

Communication Skills

Problem Solving

Data Collection

Financial Incentive Administration

Fluency in English

Education

Experience in Customer Support

Tools

Macbook Pro

Job description

Founded in 2018, ev.energy set out with a clear mission: to make electric vehicle charging simpler, greener, and more affordable for everyone.

By downloading our app, drivers can easily charge their vehicles overnight while we work quietly in the background. Our smart-charging algorithm leverages real-time data to align charging sessions with energy from renewable sources. The grid is under increasing strain from EV charging at peak times - we're already working with over 40 utilities across North America and Europe to help them reduce this demand.

Our team, now over 100 strong, brings together expertise from National Grid, Tesla, Google, and Amazon among others. Backed by over $50 million in funding from top VCs including National Grid Partners, WEX Venture Capital, Energy Impact Partners, and JLR’s InMotion Ventures, we’re on a mission to drive meaningful change.

Join us in shaping a cleaner, smarter, and more sustainable future.

The role

We are looking for a Technical Support Agent to support the delivery and execution of some of our residential EV charging programs, following our commercial success and grant wins. You’ll be supporting our utility and CCA partners across the US and Canada as they launch and grow residential EV charging programs. This ultimately helps EV drivers save money; enables energy on the grid to be used more efficiently; and in reducing carbon emissions it benefits the environment too. You’d own support for one of our utility programs in the US, reporting to the CS Team Lead. Please note you'd be working 1-10pm UK time shifts.

What will you be doing?

• Assisting our EV drivers participating in managed charging programs - liaising between our clients, the utilities, as well as our Program Managers and the EV drivers directly
• Resolving any issues EV drivers face via phone, email or chat support as they participate in utility programs related to charging, data collection and incentive administration
• Calculating and administering any financial incentives owed to EV drivers on behalf of utilities
• Collaborating with other teams as needed (Engineering, Product) regarding feedback on new features or for escalated troubleshooting
• Keeping our database of energy rates and prices up to date to make sign-up as simple as possible for our drivers
• Suggesting improvements to our support processes and ways of working as we scale

What are we looking for?

• Previous experience supporting customers, ideally in a software company supporting app users - any experience in our industry specifically is a ‘nice to have’ but not an essential
• Excellent communication skills - you’ll be able to articulate well over email, chat and phone support, and translate what people are saying vs what they really mean
• Experience consistently hitting past targets and achieving high CSAT scores - you’ll be able to proactively manage your workload and bring motivation and energy into your role
• Fluency speaking and writing English - any additional languages are a ‘nice to have’ but not essential
• Passion for addressing climate change - you don’t need to have worked in energy or the EV sector (although this is a nice to have), but you certainly need to care about our product and what we’re aiming to achieve!
• Someone based in the UK who is comfortable working 1pm - 10pm GMT shifts to align with US customers

How will we support you?

• Work remotely and work well - we'll provide the tools you need to do your best (including a Macbook Pro), as well as access to co-working spaces
• Access to conferences, meet-ups and training through our L&D allowance
• A structured career progression framework and advancement opportunities
• Depending on location - health insurance, 401(k) or pension, paid parental leave, life insurance
• 25 days holiday plus public holidays
• Annual team gatherings - in previous years the whole company has spent a week together in the UK
• 100% charity matching to help spread good!

If you don’t have all of the requirements, but you’re really interested in what we’re doing - please apply anyway! We value applicants regardless of their background or years of experience. We'll also do our best to accommodate reasonable adjustments to the interview process if needed.

We are an equal opportunity employer and value diversity: we do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. If you'd like a copy of our DE&I policy you can reach us at [e-mail].