CUSTOMER SUCCESS / SUPPORT ASSOCIATE
We’re working with a high-growth, climate-tech business that is quietly transforming one of the UK’s biggest carbon challenges: home heating.
Nearly 20% of UK emissions come from heating homes. This company is tackling that head-on -making low-carbon heating simple, scalable, and accessible.
This is a business where customer experience is not a support function – it’s central to the mission.
We’re now looking for a Customer Support / Customer Success Associate to sit at the heart of the installation journey, ensuring homeowners and installers receive a seamless, high-quality experience from start to finish.
What you’ll be doing:
- Own the end-to-end customer journey during installation
- Be the main point of contact for homeowners and installers via email and phone
- Handle queries, escalations, and complaints with empathy and precision
- Support payments, proposal changes, and aftercare coordination
- Work cross-functionally to resolve issues and improve processes
- Identify recurring pain points and help design better systems
- Build and improve self-serve resources and FAQs
- Turn customer insights into real operational improvements
Why this role matters:
You won’t just be answering queries – you’ll be directly improving how low-carbon heating is delivered across the UK, helping real households reduce energy bills and carbon impact at scale.
What we’re looking for:
- Background in customer service, CX, or operations
- Strong communication skills across email + phone
- Comfortable juggling multiple priorities in a fast-paced environment
- Experience with CRM or workflow tools
- Analytical mindset with curiosity for root cause problem solving
- Bonus: exposure to sustainability, heat pumps, or utilities
Benefits & perks:
- Company shares via a tax-efficient scheme
- Private medical & dental insurance
- Learning & development budget
- Annual summer retreat
- Gym membership contribution
- Season ticket loan
- Cycle to work scheme
…