Customer Support Specialist

Precision Labs; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Overnight pay

Tech equipment provided

Meal allowances

Job summary

Fuse Energy is an energy startup on a mission to make energy abundant and affordable, fast. We serve customers with outstanding support across onboarding and day‑to‑day issues in a 24/7 operation.

You’ll join as a Customer Support Specialist in a shift-based, in‑office role in the UK. Responsibilities include handling enquiries via chat and email, assisting with billing and usage, resolving issues quickly, and collaborating with teams to improve the customer experience.

Qualifications

• Excellent verbal and written communication required.
• Able to work independently or in a team.
• Passion for helping customers.
• Experience in energy/utilities is a plus but not required.
• Able to work in-office.

Responsibilities

• Deliver excellent after-sales support via chat and email.
• Assist customers with billing, tariffs, and usage inquiries.
• Resolve service issues quickly and professionally.
• Advise on how to maximise energy savings.
• Collaborate with internal teams to improve the customer experience.
• Work 40 hours per week in shifts (including overnight shifts, with additional pay).

Skills

Communication skills

Team work

Problem solving

Customer service

Office-based

Job description

Fuse Energy is an energy startup on a mission to make energy abundant and affordable, fast. We combine first-principles thinking with cutting-edge technology to build a radically better energy system.

We've raised over $200M from top-tier investors including Balderton, Lakestar, Accel, Creandum, Lowercarbon, Ribbit, 20VC, Hummingbird and Collaborative Fund, alongside strategic angels including Nico Rosberg and GPs behind Meta, Revolut, Spotify and Uber.

We're building a fully integrated energy company: developing our own solar, batteries and other generation projects, building our own hardware, improving and developing grid infrastructure, trading power in real time, using AI across the business, and installing distributed energy in homes. By selling directly to consumers we cut out the middleman, lower costs and pass the savings on to our customers.

Fuse is looking for a dedicated, proactive Customer Support Specialist. You'll be the first point of contact for our customers, giving outstanding support at every stage, from onboarding to day-to-day assistance: handling enquiries, resolving account issues and delivering solutions that reflect our commitment to great service. This is a shift-based role, including overnight shifts, as part of our industry-leading 24/7 customer support.

Responsibilities

• Deliver excellent after-sales support through chat channel and emails
• Assist customers with billing, tariff, and usage inquiries, explaining our straightforward, no-hidden-costs approach
• Resolve service-related issues quickly and professionally
• Offer advice to customers on how to maximise their energy savings
• Work collaboratively with internal teams to continuously improve the customer experience
• Work 40 hours in shifts per week (including overnight shifts, with additional pay)

Requirements

• Exceptional verbal and written communication skills
• Ability to work both independently and collaboratively in a team environment
• Excellent communication skills and a genuine passion for helping customers
• Strong problem-solving skills and the ability to manage challenging situations with patiencePrevious experience in customer service, ideally within the energy or utilities sector, is a plus, but not necessary
• Ability to work in-office

Benefits

• £30,000 salary and overnight pay
• Fully expensed tech to match your needs
• Breakfast and dinner allowance for office-based employees

As we hire globally, benefits vary by location.