Customer Support (part-time)

Axle Energy; Greater London; On-site; GBP 20,088 - 26,784; Part time

Benefits offered by this job

Bi-annual retreats

Hybrid working

Dog-friendly office

Job summary

Axle Energy in London is seeking a personable customer support champion for a 3-month part-time contract. You will own complex or high-priority customer cases and work closely with the tech team to resolve issues.

You\'ll maintain and expand internal playbooks and knowledge resources, and identify recurring problems to feed product improvements. Hybrid work with 2–3 days in the Old Street office; dog-friendly and inclusive culture.

Qualifications

• Experience handling complex or high-priority customer cases.
• Collaborate closely with the tech team to analyze and solve pain points.
• Maintain and expand internal technical playbooks and knowledge resources.
• Identify recurring customer issues and bring insights to improve the product.

Responsibilities

• Act as the owner for complex or high-priority customer cases.
• Collaborate closely with tech team to analyse and solve pain points.
• Maintain and expand internal technical playbooks and knowledge resources.
• Identify recurring customer issues bring insights to improve the product.

Skills

Customer support

Troubleshooting

Communication

Empathy

Tools

Zendesk

Job description

Description

We're building the software infrastructure for the decarbonised energy system, backed by some of the best investors in the world (TechCrunch).

We make the technology to move energy usage to times when electricity is cheap and green. Our software controls vehicle charging, heating systems, and home batteries. We use machine learning to figure out what energy people will need, and when they'll need it. We control tens of thousands of energy assets, and we're growing quickly.

Read more about what we're building here.

About the role

We're looking for a personable and proactive customer support champion to help our users get the most out of Axle Energy's products.

*This is a 3 month part-time contract role - perfect for someone that is ready to jump in and make an immediate impact.

What you will be doing

• Act as the owner for complex or high-priority customer cases
• Collaborate closely with tech team to analyse and solve pain points
• Maintain and expand internal technical playbooks and knowledge resources
• Identify recurring customer issues bring insights to improve the product

You might be a good fit if you're

• Organized: you can stay on top of a to do list and constantly re-prioritize to make sure the most important stuff gets done
• Empathetic: you care about other people's problems, and you feel the pain when things don't work as they should
• Curious: you're willing to dig in when things don't work as they should, and keep an open mind when trying to debug issues

Benefits

• A competitive salary & the opportunity to directly shape the future of energy markets and accelerate the transition to a low-carbon world.
• Bi-annual retreats to strengthen team connection & shared purpose.
• Hybrid working - We have a dog-friendly office around Old Street. To maximize collaboration, we ask that you spend 2-3 days a week in the office.
• We are extremely keen to build a diverse company, and we're particularly eager to hear from candidates who don't fit the traditional role stereotypes. If you're motivated by our mission, please do reach out, even if you feel you might not 'check all the boxes'.

Interview process

1. Initial interview
2. Take-home exercise
3. Final interview (in-person)
4. Offer, references, and welcome to the team!