Customer Support Associate

Heat Geek; Greater London; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Heat pump subsidy

Equity stake

Regular salary reviews

Private medical & dental insurance

Learning budget

Annual retreat

Gym membership

Train ticket loan

Cycle to work

Social events

Job summary

Heat Geek is seeking a Customer Success Associate to own the end-to-end installation journey from a customer experience perspective. You will resolve queries, manage escalations and coordinate with internal teams on payments and aftercare.

The role focuses on building self-service resources and surfacing insights to drive improvements across the customer experience and installation processes.

Qualifications

• Minimum experience in customer service, CX or operations.
• Ability to handle many interactions with empathy and care.
• Experience using CRM and workflow systems to track work.

Responsibilities

• Own the end-to-end installation journey from a customer experience perspective.
• Resolve support queries across email and phone with professionalism.
• Own and manage customer complaints and escalations end-to-end.
• Coordinate with internal teams on payments, variations and aftercare.
• Develop self-service resources and improve the customer experience.
• Identify root causes and drive process improvements.

Skills

Customer service

High-volume support

Multi-priority management

CRM tools

Data insights

Startup experience

Tools

CRM systems

Workflow tools

Job description

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, construction, or utilities
• Background in sustainability

We believe great teams are built from different ways of thinking, learning, and living, and as such, we strive to build an organisation where people can show up as themselves. - Even if you don't tick every box listed above, but are passionate about the work that we are doing and believe that you can make a positive impact here, we'd love to hear from you. So please drop us a message or share more detail in your application!

Ways of Working + Benefits

This is a 3-day-in-the-office hybrid role where you will work with the team at our office in Sustainable Ventures in Waterloo, Europe's biggest climate tech hub. It's a 5-minute walk from Waterloo Station and an energising space for anyone working on climate change. And don't get us started on the epic view!

Some of our measurable benefits include:

• £5,000 contribution towards your own heat pump installation
• Shares in the company, allocated under a tax-incentivised scheme
• Salary that's evaluated regularly, and based on skills, impact, and role scope - not negotiation tactics
• Private medical & dental insurance
• Learning and development budget
• Annual summer retreat
• Gym membership contribution
• Season train ticket loan
• Cycle to work scheme
• Yoga, run club and social events with other sustainability startups in our co-working space

alongside monthly socials and regular collaboration opportunities with a team that’s passionate, hardworking, and kind.