Customer Experience Associate

Customer Success Associate

Type: Full-time

Reports to: Senior Operations Manager, Customer Experience

What We Do

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. 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 have already prevented over 1,000,000 kg of carbon from entering our atmosphere as of January 2026, and we aren’t stopping 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

At Heat Geek, 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.

If you’re reading this and it resonates with you, we know that you are talented and could do this work anywhere. But we want you to do it HERE, with us, because we need persevering teammates who care about making a real difference in the world.

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. 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. And don’t get us started on the epic view!

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 train 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.