At a Glance
- Tasks: Support customers and installers throughout the installation journey with empathy and professionalism.
- Company: Join Heat Geek, a pioneering company tackling carbon emissions from home heating.
- Benefits: Enjoy a competitive salary, health insurance, and a £5,000 heat pump installation contribution.
- Other info: Hybrid role with a dynamic team and opportunities for personal growth.
- Why this job: Make a real difference in the world while working in a vibrant climate tech hub.
- Qualifications: Experience in customer service and a passion for sustainability are key.
The predicted salary is between 30000 - 40000 £ per year.
Overview
Reports to: Senior Operations Manager, Customer Experience
What We Do
At Heat Geek, we are tackling one of the UK’s biggest carbon contributors: home heating. Nearly 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 have already prevented over 1,000,000 kg of carbon from entering our atmosphere as of January 2026, and we aren’t stopping 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. We need passionate, talented, hard-working people to be a part of this journey.
Your Mission
At Heat Geek, our ambition is to deliver a best-in-class customer experience - every homeowner and installer should feel genuinely looked after from the moment they sign up to long after their heat pump is running smoothly. As a CX Associate on our Operations Team, you’ll be at the heart of making that a reality. You’ll own the end-to-end installation journey from a customer experience perspective:
- Managing escalations with care
- Building self-service resources
- Gathering customer insights
- Driving process improvements to prevent recurring issues
- Identifying installer and customer pain points
This is a hands-on role with real ownership — you’ll see the direct impact of your work in the satisfaction of customers and installers alike. If you care deeply about getting things right for people, are curious about how systems work, and thrive in a fast-moving startup environment — we’d love to meet you.
Own the customer journey
- Be the primary point of contact for homeowners and installers throughout the installation process
- Manage support queries across email and phone with professionalism and empathy
- Own and manage customer complaints and escalations end-to-end
- Manage final payments, proposal variations and aftercare queries, coordinating with internal teams
- Support customers through Design Consultation queries and homeowner agreement terms
Build and improve the experience
- Develop and maintain self-service resources (internal databases, customer facing FAQs, etc.)
- Liaising with internal teams and suppliers to manage post-installation aftercare
- Track and manage remediation spend and cases
- Work cross-functionally to identify root cause of issues and close the loop
Surface insights and drive improvements
- Identify patterns in support queries and customer feedback
- Translate insights into actionable improvements
- Drive process innovations to reduce repeat issues
- Contribute to SOPs and team knowledge-sharing
Candidate Requirements
- Background in customer service, CX, or operations
- Comfortable handling high volumes of interactions (email + phone)
- Proven ability to manage multiple priorities in a fast-paced environment
- Experience with CRM tools and workflow systems
- Analytical mindset — able to extract insights from data and interactions
- Startup or tech-enabled business experience
It’s a bonus if you have…
- Experience with heat pumps, renewable energy, construction, or utilities
- Background in sustainability
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.
Some of our measurable benefits include:
- £5,000 contribution towards your own heat pump installation
- 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.
Customer Support Associate employer: Heat Geek
At Heat Geek, we are not just tackling the challenge of home heating; we are fostering a vibrant work culture that prioritises employee growth and well-being. Located in Europe's largest climate tech hub, our team enjoys a hybrid working model, competitive benefits including a £5,000 contribution towards heat pump installation, and regular opportunities for professional development, all while making a meaningful impact on sustainability and customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate
✨Tip Number 1
Get to know the company inside out! Research Heat Geek's mission and values, and think about how your own experiences align with their goals. This will help you stand out in interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! As a Customer Support Associate, you'll be the voice of the company. Role-play common customer scenarios with friends or family to build your confidence in handling queries and complaints with empathy and professionalism.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events to learn more about the company culture. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and really want to be part of the Heat Geek team!
We think you need these skills to ace Customer Support Associate
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer experience and sustainability shine through. We want to see that you genuinely care about making a difference in the world, just like we do at Heat Geek!
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in customer service or operations. Use examples that demonstrate how you've handled customer queries or improved processes in the past – this will really resonate with us.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to see why you're a great fit for the role. Remember, less is often more!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at Heat Geek
✨Know the Company Inside Out
Before your interview, dive deep into Heat Geek's mission and values. Understand their approach to tackling carbon emissions and how they simplify the heating industry. This knowledge will not only impress your interviewers but also help you align your answers with their goals.
✨Showcase Your Customer-Centric Mindset
As a Customer Support Associate, your ability to empathise with customers is crucial. Prepare examples from your past experiences where you've successfully managed customer queries or complaints. Highlight how you turned a negative experience into a positive one, demonstrating your commitment to excellent customer service.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential challenges you might face in this role, such as managing escalations or improving processes. Practise articulating your thought process and how you would approach these situations effectively.
✨Demonstrate Your Analytical Skills
Since the role requires an analytical mindset, be prepared to discuss how you've used data to drive improvements in previous roles. Bring examples of how you've identified patterns in customer feedback or support queries and translated those insights into actionable changes.
