Customer Support Specialist

Fuse Energy is an energy startup on a mission to make energy abundant and affordable, fast. We combine first-principles thinking with cutting-edge technology to build a radically better energy system.

We've raised over $200M from top-tier investors including Balderton, Lakestar, Accel, Creandum, Lowercarbon, Ribbit, 20VC, Hummingbird and Collaborative Fund, alongside strategic angels including Nico Rosberg and GPs behind Meta, Revolut, Spotify and Uber.

We're building a fully integrated energy company: developing our own solar, batteries and other generation projects, building our own hardware, improving and developing grid infrastructure, trading power in real time, using AI across the business, and installing distributed energy in homes. By selling directly to consumers we cut out the middleman, lower costs and pass the savings on to our customers.

Fuse is looking for a dedicated, proactive Customer Support Specialist. You'll be the first point of contact for our customers, giving outstanding support at every stage, from onboarding to day-to-day assistance: handling enquiries, resolving account issues and delivering solutions that reflect our commitment to great service. This is a shift-based role, including overnight shifts, as part of our industry-leading 24/7 customer support.

Responsibilities

• Deliver excellent after-sales support through chat channel and emails
• Assist customers with billing, tariff, and usage inquiries, explaining our straightforward, no-hidden-costs approach
• Resolve service-related issues quickly and professionally
• Offer advice to customers on how to maximise their energy savings
• Work collaboratively with internal teams to continuously improve the customer experience
• Work 40 hours in shifts per week (including overnight shifts, with additional pay)

Requirements

• Exceptional verbal and written communication skills
• Ability to work both independently and collaboratively in a team environment
• Excellent communication skills and a genuine passion for helping customers
• Strong problem-solving skills and the ability to manage challenging situations with patience
• Previous experience in customer service, ideally within the energy or utilities sector, is a plus, but not necessary
• Ability to work in-office

Benefits

• £30,000 salary and overnight pay
• Fully expensed tech to match your needs
• Breakfast and dinner allowance for office-based employees

As we hire globally, benefits vary by location.