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For Companies At a Glance
- Tasks: Provide essential support to installers and homeowners, ensuring smooth installations.
- Company: Join Heat Geek, a leader in low-carbon heating solutions.
- Benefits: Competitive salary, private medical insurance, shares, and a learning budget.
- Why this job: Make a real impact on climate change while helping others.
- Qualifications: Strong communication skills and a passion for customer support.
- Other info: Work in a vibrant climate tech hub with great team events.
The predicted salary is between 30000 - 42000 £ per year.
Working Hours: This role operates on a shift basis, with patterns shared across the team:
- Early shift: 7:30am-4:30pm
- Late shift: 10am-7pm
Reports to: Senior Upgrades Manager
What We Do
At Heat Geek, we are tackling one of the UK’s biggest carbon contributors: home heating. 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 are on track to prevent 1,000,000 kg of carbon from entering our atmosphere in Q1 of 2026, and we won’t stop 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. – And we need passionate, talented, hard working people to be a part of this journey.
Your Mission
Our Heat Geek community is excited to bring a Support Associate onto our team. In this position, you’ll be the first point of contact for installers needing help while working on live jobs. You’ll provide essential support when installers experience issues on site, helping them solve problems quickly so installations can continue smoothly. You’ll also support homeowners after their installation, ensuring they receive timely help from their installer and the correct information from Heat Geek when needed.
Working closely with our technical and account teams, your role is crucial in keeping installations moving and ensuring both installers and homeowners have a brilliant experience.
- Provide first-line support to installers and homeowners via phone and email
- Support installers experiencing issues on site during live installations
- Work closely with our technical team to resolve more complex queries
- Support homeowners after installation, ensuring they receive timely help and accurate information
- Coordinate with installers to make sure homeowner issues are resolved promptly
- Follow structured processes to resolve common queries independently
- Escalate technical or operational issues to the right internal teams when needed
- Log key information and updates so colleagues stay informed
- Identify recurring questions or issues to help improve systems and documentation
- Stay up to date with Heat Geek services, processes, and knowledge resources
- Collaborate with account managers and technical teams to deliver a smooth installer and homeowner experience
- Help improve support documentation and processes as the company scales
Candidate Requirements
- Comfortable in a phone-based support or customer-facing role
- Strong communication skills, both spoken and written
- Able to stay calm and clear when handling live support queries
- IT literate and confident learning new systems and tools
- Organised and reliable in a fast-moving environment
- Able to follow processes while adapting as they evolve
It’s a bonus if you have…
- Experience in customer support, retail, hospitality, or similar environments
- Experience with heat pumps, renewable energy, construction, or utilities
- Worked in a startup or scale-up environment
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. So please drop us a message or share more detail in your application!
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.
Support Associate employer: Heat Geek
Contact Detail:
Heat Geek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Associate
✨Tip Number 1
Get to know Heat Geek! Research our mission and values so you can show us how your passion aligns with what we do. When you understand our goals, you can tailor your conversations to highlight how you can contribute to our journey.
✨Tip Number 2
Practice your communication skills! As a Support Associate, you'll be the first point of contact for installers and homeowners. Role-play common scenarios with friends or family to build your confidence in handling queries and providing solutions.
✨Tip Number 3
Network with current employees! Reach out on LinkedIn or at events to chat with our team members. They can give you insider tips on what it’s like to work here and what we value in our candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in being part of our Heat Geek community. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Support Associate
Some tips for your application 🫡
Be Yourself: We want to see the real you in your application! Don’t be afraid to let your personality shine through. Share your passion for making a difference and how you connect with our mission at Heat Geek.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills. Show us how your background in customer support or related fields makes you a perfect fit for the Support Associate role.
Show Your Problem-Solving Skills: Since you'll be helping installers and homeowners solve issues, give examples of how you've tackled challenges in the past. We love seeing how you think on your feet and keep calm under pressure!
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!
How to prepare for a job interview at Heat Geek
✨Know Your Stuff
Before the interview, make sure you understand Heat Geek's mission and how they tackle carbon emissions through home heating. Familiarise yourself with their services and processes, as this will show your genuine interest in the role and the company.
✨Showcase Your Communication Skills
As a Support Associate, you'll be the first point of contact for installers and homeowners. Practice clear and concise communication, both spoken and written. Consider preparing examples of how you've effectively resolved customer queries in the past.
✨Stay Calm Under Pressure
You’ll likely face live support queries during the interview. Demonstrate your ability to stay calm and think clearly under pressure. You might want to role-play some scenarios with a friend to get comfortable with handling unexpected questions.
✨Highlight Your Adaptability
The job requires following structured processes while adapting to changes. Be ready to discuss times when you've successfully adapted to new systems or processes in previous roles, especially in fast-paced environments like startups or customer support.
