Heat Geek
Customer Support Associate
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Success Associate
Type: Full-time Salary Range: £30,000–£35,000+ Reports to: Senior Operations Manager, Customer Experience
About Heat Geek
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 far greater on a global scale. We’re changing this by simplifying a complex industry and revolutionising the technology used by installers to make low-carbon heating mainstream.
As of January 2026, we’ve already prevented over 1,000,000 kg of carbon from entering our atmosphere, and we’re not stopping there.
Join Us!
People are at the heart of what we do. From lowering homeowners’ energy bills to supporting the cost of living, empowering talented heating engineers, and ensuring a greener world for all, we believe in the power of collective impact. We need passionate, talented, hardworking people to be part of this journey.
Your Mission
Your goal is to deliver a best-in-class customer experience, ensuring every homeowner and installer feels genuinely supported from the moment they engage to long after their heat pump is running smoothly.
As a Customer Experience (CX) Associate on our Operations Team, you’ll:
- Own the end-to-end installation journey from a customer experience perspective, including:
- Resolving support queries
- Managing escalations with empathy and care
- Building self-service resources
- Gathering customer insights
- Driving process improvements to prevent recurring issues
- Identifying pain points for both installers and homeowners
This is a hands-on, high-impact role—your work will directly influence customer and installer satisfaction.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
If you care deeply about doing things right, have a curious mind for systems, and thrive in a fast-moving startup environment, we’d love to meet you.
We believe if you’re reading this, you have the talent to excel anywhere—but we want you to do it with us because we need persistent, mission-driven teammates.
Role Outputs
Customer Journey Ownership
- Be the primary point of contact for homeowners and installers throughout the installation process
- Manage support queries (email and phone) with professionalism and empathy
- Handle and manage customer complaints and escalations end-to-end
- Coordinate with internal teams to manage final payments, proposal variations, and aftercare queries
- Support customers through design consultation queries and agreement terms
Experience Enhancement
- Develop and maintain self-service resources (internal databases, customer-facing FAQs, etc.)
- Liaise with internal teams and suppliers to manage post-installation aftercare
- Track and manage remediation spend and cases
- Work cross-functionally to identify root causes of issues and close the loop
Driving Insights & Advancements
- Identify patterns in support queries and customer feedback
- Translate insights into actionable improvements
- Drive process innovations to reduce repeat issues
- Contribute to Standard Operating Procedures (SOPs) and team knowledge-sharing
Candidate Requirements
Must-Haves
- 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—ability to extract insights from data and interactions
- Startup or tech-enabled business experience
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Nice-to-Haves
- Experience with **heat pumps, renewable energy, construction, or utilities]
- Background in sustainability
We value different ways of thinking, learning, and living—and strive to build an inclusive organisation where everyone can bring their authentic selves to work. If you’re passionate about our mission and believe you can make a positive impact here—even if you don’t tick every box—we’d love to hear from you!
Ways of Working & Benefits
This is a hybrid role (three days in-office) based at our headquarters in Sustainable Ventures, Waterloo—Europe’s biggest climate tech hub—a 5-minute walk from Waterloo Station. It’s an ideal environment for anyone passionate about climate change, with amazing views and an inspiring workspace.
Key Benefits
- £5,000 contribution towards your own heat pump installation
- Shares in the company via a tax-incentivised scheme
- Salary evaluated 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 ticket loan
- Cycle to work scheme
- Yoga, run club, and social events with other sustainability startups in our community
- Monthly socials and frequent collaboration opportunities with a passionate, hardworking, and kind team
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location