Customer Experience Operations

We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity. We exist to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators.

We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale. Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems.

At tem, everyone works in either an Engine or a Service. Engines are cross-functional teams focused on one part of the customer journey, and they own results from start to finish. Each Engine is responsible for improving a clear measure of success. Services are specialist teams that build shared tools and expertise, and they support Engines when needed. This setup helps us stay focused, move faster, and makes it clear how each role contributes to the success of the business.

The role involves being a Customer Experience Operations coordinator within the Onboarding and Service cross-functional team. This is a hands-on operations role: you’ll do real back-end processing work that keeps the engine running, and you’ll be expected to do it accurately, take ownership of your remit, and actively look for ways to make the work smarter and faster over time.

What you’ll do:

• Keep operations running accurately
• Own and execute back-end processing tasks that keep Customer Experience and the Onboarding and Service team running (document management, data entry, system administration, operational housekeeping).
• Deliver work to a consistently high standard of accuracy and attention to detail.
• Partner closely with stakeholders so manual processing work is handled efficiently and doesn’t become a bottleneck to customer-facing delivery.
• Flag blockers, data issues, or anything that looks wrong early.
• Identify repetitive or manual processes and proactively propose solutions to reduce friction (tooling, process redesign, or flagging issues to the right person in Product, Engineering, or Operations).
• Adopt existing templates and automation tools to improve your own efficiency.
• Produce clean, clear operational artefacts (process documentation, tickets, action trackers) so work can be picked up easily by others and nothing gets lost.
• Communicate progress in a consistent, simple way: what’s done, what’s next, and what’s blocked.
• Follow documentation standards set by the Operations Lead, contributing to a team where knowledge is shared and single points of failure are minimised.
• Develop a working knowledge of the CX tooling stack and triage systems, including Intercom and HubSpot.
• Support system administration, understand how customer queries move through the Engine, and help diagnose and unblock common issues.
• Liaise confidently with Product, Engineering, and other teams when your work intersects with theirs.

What we’re looking for:

• High attention to detail; takes accuracy seriously and notices when something doesn’t look right.
• Strong drive to improve (not just getting through the task list, but thinking about how the work could be done better).
• Communicates clearly in writing and documents work so others can follow it.
• Comfortable doing manual, repetitive operational work — and motivated to reduce it over time.
• Familiarity with CX or support tooling (Intercom, Zendesk, Zoho Desk, or similar) is a strong plus.
• Escalates early, takes ownership, and doesn’t wait to be told what to do next.
• Comfortable working in a fast-paced environment with shifting priorities.

Nice to have:

• Experience in a support operations, customer service operations, or back-office processing role.
• Hands-on experience with Intercom, Zendesk, Zoho Desk, or a similar CX platform (especially configuration, admin settings, or platform management).
• Exposure to automation tools such as Zapier or n8n (even at a basic level).
• Familiarity with HubSpot or similar CRM tools.

Benefits and Perks:

• Salary aligned to internal benchmarks and reviewed twice a year.
• Stock options so everyone has ownership in our mission.
• 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
• Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
• Home working and wellbeing budgets: Up to £1,200 or €1,200 per year for your remote setup. Up to £150 or €150 per month for wellbeing.

Interview Process:

• Intro call with Talent, 30 minutes.
• Hiring Manager interview, 60 minutes.
• Skills interview with the People team, 60 to 90 minutes, including a practical exercise review.
• Bar raiser with our founders, 45 minutes.

We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.