Job Description
Customer Success & Support Associate
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Simplified Energy | London (Hybrid) | Full-time
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Around £26,000 per annum
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About Simplified Energy
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We build digital tools for renewable energy installers – solar, battery storage, heat pumps, EV charging and more. Our platform helps installers quote faster, win more business, and deliver a better customer experience.
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We're a small, growing team. We move fast, we care about doing things properly, and we take real pride in the product we're building. Our customers are trade-background business owners – practical, straight-talking people who need software that just works, and someone who knows their account when they call.
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The Role
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This is a mixed customer success and support role. You'll be the first point of contact for a set of customers – helping them get set up and get value from the platform, and also being the person they come to when something's gone wrong.
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Day to day, that's a genuine split: running onboarding calls, checking in on how accounts are using the platform, and helping them configure it properly – alongside handling inbound support queries, triaging and resolving what you can in-platform, and escalating genuine bugs to the dev team in Linear. You'll own the relationship end-to-end, whether that call is “how do I set this up” or “this isn't working.”
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We want someone who takes ownership either way – doesn't just pass a problem on without understanding it first, and doesn't just handle the transaction without thinking about the relationship behind it.
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What You'll Be Doing
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Support
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- Handling inbound support queries via email and live chat
- Diagnosing issues, resolving what can be fixed in-platform, and clearly logging and escalating genuine bugs to the dev team in Linear
- Keeping customers updated throughout – clear communication, honest timelines, confirmed fixes
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Onboarding & account relationships
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- Running onboarding calls and getting new customers live and confident on the platform
- Holding regular check-ins to understand how accounts are using the platform and where they're getting stuck
- Helping customers configure Instant Quote Tools, Proposals, Service Plans, Customer Portal, and Customer Journeys for their business
- Working with digital agencies who manage platforms on behalf of some customers
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Process & knowledge building
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- Building and maintaining help documentation, FAQs, and onboarding materials
- Spotting recurring issues – both product bugs and adoption gaps – and feeding patterns back to the team
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What We're Looking For
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Experience
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- Experience in a customer-facing role – support, account management, or customer success
- Confident running calls and meetings with customers independently
- Comfortable using and understanding software platforms
- Experience writing clear, professional customer communications
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Skills & attributes
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- Relationship-minded – builds trust quickly with practical, no-nonsense people
- Strong communicator – translates technical detail into plain English
- Methodical problem solver – digs into what's actually happening rather than just passing it on
- Organised – juggles live tickets and an account portfolio without things slipping
- Proactive – spots problems, whether that's a bug or a customer drifting, before they escalate
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Bonus points
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- Experience in renewable energy industry or a small or early-stage company
- Familiarity with Linear, HubSpot, Slack, or similar tools
- Understanding of how solar, battery, heat pump, or EV systems work
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Salary & Package
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- Around £26,000 per annum, some flexibility for the right candidate
- 25 days holiday
- Remote-first team, meeting in London a couple of days a week (optional)
- Real ownership from day one, direct access to founders and product team
- Room to grow into a senior CS or team lead role as we scale
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How to Apply
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Send a CV or LinkedIn profile and a short cover note – not a formal letter, just who you are, what you've done, and why this interests you. If you've got an example of a tricky support problem you solved, or a customer relationship you turned around, we want to hear it.
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Apply to: hello@simplified.energy
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