Heat Geek - Customer Support Associate

• 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 • 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 • 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. So please drop us a message or share more detail in your application!