Support Associate

Type: Full-time 
Working Hours: This role operates on a shift basis, with patterns shared across the team:

• Early shift: 7:30am-4:30pm
• Late shift: 10am-7pm

Reports to: Senior Upgrades Manager

 

What We Do

At Heat Geek, we are tackling one of the UK’s biggest carbon contributors: home heating. 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 are on track to prevent 1,000,000 kg of carbon from entering our atmosphere in Q1 of 2026, and we won’t stop 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

Our Heat Geek community is excited to bring a Support Associate onto our team. In this position, you’ll be the first point of contact for installers needing help while working on live jobs. You’ll provide essential support when installers experience issues on site, helping them solve problems quickly so installations can continue smoothly. You’ll also support homeowners after their installation, ensuring they receive timely help from their installer and the correct information from Heat Geek when needed.

Working closely with our technical and account teams, your role is crucial in keeping installations moving and ensuring both installers and homeowners have a brilliant experience.

If you’re reading this and it resonates, we know you could do this job anywhere — but we want you to do it HERE, with us, because we need persevering teammates who care deeply about making a real difference in the world.

 

Role Outputs

• Provide first-line support to installers and homeowners via phone and email
• Support installers experiencing issues on site during live installations
• Work closely with our technical team to resolve more complex queries
• Support homeowners after installation, ensuring they receive timely help and accurate information
• Coordinate with installers to make sure homeowner issues are resolved promptly
• Follow structured processes to resolve common queries independently
• Escalate technical or operational issues to the right internal teams when needed
• Log key information and updates so colleagues stay informed
• Identify recurring questions or issues to help improve systems and documentation
• Stay up to date with Heat Geek services, processes, and knowledge resources
• Collaborate with account managers and technical teams to deliver a smooth installer and homeowner experience
• Help improve support documentation and processes as the company scales

 

Candidate Requirements

• Comfortable in a phone-based support or customer-facing role
• Strong communication skills, both spoken and written
• Able to stay calm and clear when handling live support queries
• IT literate and confident learning new systems and tools
• Organised and reliable in a fast-moving environment
• Able to follow processes while adapting as they evolve

It’s a bonus if you have…

• Experience in customer support, retail, hospitality, or similar environments
• Experience with heat pumps, renewable energy, construction, or utilities
• Worked in a startup or scale-up environment

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 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.