Customer Support Associate

Heat Geek; Greater London; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Heat pump installation contribution

Company shares

Regular salary reviews

Private medical & dental insurance

Learning and development budget

Annual summer retreat

Cycle to work scheme

Yoga, run club and social events

Job summary

Heat Geek is seeking a Support Associate to be the first point of contact for installers needing help on live jobs and to support homeowners after installation. You will work with technical and account teams to keep installations moving smoothly, ensuring a seamless experience for installers and homeowners alike.

The role emphasizes phone-based support, structured processes, and a customer-first mindset, with a 3-day-in-office hybrid setup at Sustainable Ventures in Waterloo.

Qualifications

• 5+ years in customer support or a similar customer-facing role.
• Strong track record in phone-based support.
• Excellent spoken and written communication.
• Empathy and genuine care for helping people.
• Calm and clear under pressure.
• Highly organised with end-to-end ownership.
• Comfortable following structured processes and evolving ones.
• Tech-literate and quick to pick up new systems and tools.

Responsibilities

• Installation support: be the voice on the phone for installers and homeowners during live installs.
• After-sales care: support homeowners after installation with clear, timely help and answers.
• Query ownership: own common queries end to end and resolve them using structured processes.
• Escalation: know when to pass issues to the right Account Manager or technical expert with all info.
• Complaints: manage straightforward complaints to resolution, keeping customers informed.
• Process improvement: identify recurring questions and issues and improve docs and SOPs.
• Follow-through: maintain accurate records of interactions and ensure actions are completed.
• Product knowledge: stay updated with Heat Geek's services and knowledge resources.

Skills

Customer support

Phone support

Communication

Empathy

Composure

Ownership

Process-minded

Tech-savvy

Tools

CRM software

Job description

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.

• 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 and reliable, with a habit of owning issues end to end and following through until they're resolved
• Process-minded: Comfortable following structured processes, and flexible as they evolve
• Tech-savvy: IT literate and quick to pick up new systems and tools

It’s a bonus if you have…

• Experience with heat pumps, renewable energy, construction, or utilities
• Worked in a startup or scale-up environment

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.

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, as well as a friends and family discount
• 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
• Season 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.