Customer Success Associate

About the role

Join a fast‑growing climate‑tech company that is simplifying low‑carbon home heating across the UK. As a Customer Success Associate you will sit at the centre of the installation journey, ensuring homeowners and installers enjoy a seamless, high‑quality experience from start to finish.

Key responsibilities

• Own the end‑to‑end customer journey during the installation phase.
• Serve as the primary point of contact for homeowners and installers via email and phone.
• Handle queries, escalations and complaints with empathy and precision.
• Support payments, proposal changes and after‑care coordination.
• Work cross‑functionally to resolve issues and improve internal processes.
• Identify recurring pain points and help design better systems.
• Build and improve self‑serve resources and FAQs.
• Translate customer insights into operational improvements.

Required profile

• Background in customer service, CX or operations.
• Strong written and verbal communication skills.
• Ability to juggle multiple priorities in a fast‑paced environment.
• Analytical mindset with curiosity for root‑cause problem solving.
• Bonus: experience or interest in sustainability, heat pumps or utilities.

Required skills

• Experience with CRM systems.
• Familiarity with workflow tools.

What we offer

• Company shares via a tax‑efficient scheme.
• Private medical and dental insurance.
• Learning & development budget.
• Annual summer retreat.
• Gym membership contribution.
• Season ticket loan and cycle‑to‑work scheme.