Customer Support Specialist

Fuse Energy; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A renewable energy company in London is looking for a dedicated Customer Support Specialist. This role involves providing excellent after-sales support to customers through chat and emails, handling inquiries related to billing and usage. The position is shift-based, including overnight shifts, offering opportunities to grow in the fast-growing renewable energy sector. Competitive salary and benefits are offered.

Benefits

Competitive salary

Biannual bonus scheme

Fully expensed tech

Paid annual leave

Deliveroo breakfast and dinner

Qualifications

• Previous experience in customer service, ideally within the energy or utilities sector, is a plus.
• Interest in the energy industry.

Responsibilities

• Deliver excellent after-sales support through chat and emails.
• Assist customers with billing, tariff, and usage inquiries.
• Resolve service-related issues quickly and professionally.
• Offer advice to customers on energy savings.
• Work collaboratively with internal teams.

Skills

Exceptional verbal and written communication skills

Strong problem-solving skills

Ability to work independently and in a team

Genuine passion for helping customers

Education

Bachelor's degree

Job description

At Fuse, we're building a fully integrated energy company, from developing solar, wind, and hydrogen to power trading & distributed energy installations. We sell directly to energy consumers, cutting out the middleman to reduce costs and pass on savings to customers.

But we’re not stopping there.
We’re also building the Energy Network: a decentralised network of smart devices where users get rewarded in Energy Dollars for electrifying their homes, shifting usage to off-peak hours, and helping balance the grid. The energy network helps the grid achieve energy stability, a crucial requirement for growth of AI data centers and energy intensive industries.

About the Role

Fuse is looking for a dedicated and proactive Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our customers, ensuring they receive outstanding support at every stage—from onboarding to day-to-day assistance. You’ll handle inquiries, resolve account issues, and deliver solutions that reflect our commitment to exceptional service.

This is a shift-based position, including overnight shifts, as part of our mission to provide industry-leading 24/7 customer support.

As a Customer Support Specialist at Fuse, you’ll gain hands-on experience in the fast-growing renewable energy sector while building the foundation for long-term growth within the company as we continue to scale and expand.

Key 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)

• Bachelor’s degree.
• 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 patience.
• Interest in the energy industry and a desire to help customers make informed decisions.
• Previous experience in customer service, ideally within the energy or utilities sector, is a plus, but not necessary.
• Ability to work in-office.

• Competitive salary
• Biannual bonus scheme
• Fully expensed tech to match your needs
• Paid annual leave
• Deliveroo breakfast and dinner for office based employees