At a Glance
- Tasks: Support customers and installers throughout their heating journey, resolving queries and improving experiences.
- Company: Join Heat Geek, a pioneering company tackling carbon emissions from home heating.
- Benefits: Enjoy a competitive salary, health insurance, shares, and a vibrant office environment.
- Other info: Hybrid role in a climate tech hub with great team culture and growth opportunities.
- Why this job: Make a real difference in the world while working in a fast-paced, innovative startup.
- Qualifications: Experience in customer service or operations, with strong communication and analytical skills.
The predicted salary is between 30000 - 35000 £ per year.
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. 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!
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: 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:
- Resolving support queries
- 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.
Role Outputs:
- 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. 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
- Gym membership contribution
- Season ticket loan
- Cycle to work scheme
- Yoga, run club and social events with other sustainability startups in our co-working space
Customer Support Associate in London employer: Heat Geek
At Heat Geek, we are not just tackling the pressing issue of carbon emissions from home heating; we are also committed to fostering a vibrant and inclusive work culture that prioritises employee growth and well-being. Located in the heart of 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 opportunities for professional development, all while making a meaningful impact on the environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heat Geek. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Heat Geek before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Associate in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Heat Geek:Your cover letter is your chance to shine! Tell us why you want to work at Heat Geek specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Heat Geek!
How to prepare for a job interview at Heat Geek
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
