AgileGrid Solutions
Customer Success Associate
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About Simplified Energy
Simplified Energy is a pioneering technology company based in London, dedicated to developing innovative digital tools tailored for renewable energy installers. Our platform serves a diverse range of services including solar panel installation, battery storage solutions, heat pumps, and electric vehicle charging stations. By streamlining the quoting process, enhancing customer engagement, and improving operational efficiency, we empower trade-background business owners to grow their renewable energy businesses more effectively. As a small but rapidly expanding team, we pride ourselves on moving swiftly, maintaining high standards, and delivering products that truly meet our customers' needs. Our commitment is to support practical, straightforward professionals who value reliable, easy-to-use software and personalized support, ensuring their success in the renewable energy sector.
About The Role
We are seeking a dedicated Customer Success and Support Specialist to join our dynamic team. In this hybrid role based in London, you will be the primary point of contact for a select group of customers, guiding them through onboarding, ensuring they derive maximum value from our platform, and providing ongoing support. Your responsibilities will encompass both proactive engagement and reactive troubleshooting, ensuring a seamless experience for our users. You will conduct onboarding calls to familiarize new customers with our tools, such as Instant Quote Tools, Customer Portals, and Proposal features, while also maintaining regular check-ins to monitor account usage and address any challenges. Additionally, you will handle inbound support inquiries via email and live chat, diagnosing issues, resolving straightforward problems directly, and escalating complex bugs to our development team using Linear. Your proactive approach and ownership mindset will be vital in building strong, trust-based relationships, helping customers optimize their use of our platform and resolving issues efficiently. This role offers a unique opportunity to work closely with our product and engineering teams, contribute to continuous improvement, and grow into a senior customer success position as the company scales.
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Qualifications
The ideal candidate will have prior experience in a customer-facing role, such as support, account management, or customer success, preferably within the renewable energy industry or a fast-growing startup environment. You should be confident conducting calls and meetings independently, with excellent communication skills to clearly explain technical concepts and solutions. Familiarity with software platforms, especially tools like Linear, HubSpot, Slack, or similar, is essential. A solid understanding of how renewable systems such as solar, battery storage, heat pumps, or EV charging work will be advantageous. You should be highly organized, capable of managing multiple support tickets and accounts simultaneously without losing attention to detail. Proactivity is key—anticipating customer needs, identifying recurring issues, and feeding insights back to the team to improve our product and support processes. Experience in the renewable energy sector, particularly working with trade professionals or small businesses, will be highly valued.
Responsibilities
Support
- Respond promptly to inbound support queries via email and live chat, providing clear and professional communication.
- Diagnose technical issues, resolve those that can be fixed within the platform, and accurately log and escalate bugs to the development team using Linear.
- Maintain transparency with customers by providing regular updates, honest timelines, and confirming when issues are resolved.
Onboarding & Account Relationships
- Lead onboarding calls to help new customers set up and become confident in using our platform.
- Conduct regular check-ins to understand how customers are utilizing the platform, identify any obstacles, and offer tailored guidance.
- Assist customers in configuring key features such as Quote Tools, Service Plans, Customer Portals, and Customer Journeys to suit their business needs.
- Collaborate with digital agencies managing client platforms to ensure smooth integration and ongoing support.
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Process & Knowledge Building
- Create and maintain comprehensive help documentation, FAQs, and onboarding materials to enhance the customer experience.
- Identify recurring issues, whether related to product bugs or user adoption, and communicate insights to the product team for continuous improvement.
Benefits
- Joining Simplified Energy offers a competitive starting salary of around £26,000 per annum, with some flexibility for the right candidate.
- You will enjoy 25 days of paid holiday annually, fostering a healthy work-life balance.
- Our team operates in a remote-first environment, providing flexibility to work from anywhere, with optional in-person meetings in London a few days per week.
- You will have direct access to company founders and the product team, enabling meaningful influence and rapid professional growth.
- As the company expands, there are opportunities to advance into senior customer success roles or team leadership positions.
- We also provide a collaborative, innovative environment where your contributions directly impact our product development and customer satisfaction.
Equal Opportunity
Simplified Energy is committed to fostering an inclusive and diverse workplace. We are an equal opportunity employer and welcome applications from candidates of all backgrounds, regardless of race, gender, age, disability, or sexual orientation. We believe that diverse perspectives and experiences drive innovation and excellence, and we strive to create an environment where everyone feels valued and empowered to succeed.
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