Support Associate

At Heat Geek, we are tackling one of the UK's biggest carbon contributors: home heating. Heat Geek 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.

Responsibilities

Installation support: be the voice on the phone for installers and homeowners during live installs, helping keep every job on track from start to finish; After-sales care: look after homeowners once their system is installed, giving them clear, timely help and answers; Query ownership: own common queries end to end and resolve them using structured processes; Escalation: know when an issue needs more expertise and hand it to the right Account Manager or technical specialist with everything they need; Complaints: manage straightforward complaints through to resolution, keeping customers informed; Process improvement: spot recurring questions and issues and turn them into better support documentation and SOPs; Follow-through: keep accurate records of every interaction and make sure actions are completed; Product knowledge: stay up to date with Heat Geek's services, processes and knowledge resources

Requirements

5+ years in customer support or a similar customer-facing role; Strong track record in phone-based support, comfortable handling a high volume of live calls; Excellent spoken and written communication, able to explain things clearly to installers and homeowners alike; Warm, friendly and patient, with a genuine care for helping people; Calm and clear under pressure, especially with urgent or difficult live queries; Highly organised and reliable, with a habit of owning issues end to end; Comfortable following structured processes and flexible as they evolve; IT literate and quick to pick up new systems and tools

Nice to have

Experience with heat pumps, renewable energy, construction, or utilities; Worked in a startup or scale-up environment

Benefits

£5,000 contribution towards your own heat pump installation; Friends and family discount; Shares in the company under a tax-incentivised scheme; Salary evaluated regularly based on skills, impact, and role scope; 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 the co-working space; Monthly socials and regular collaboration opportunities