Customer Support Specialist

Job Description

Fuse is on a mission to make electricity cheaper, greener, and more accessible. As a pioneering renewable energy startup, we are expanding quickly and aiming to develop a terawatt of renewable capacity to power the world. With $90M raised from investors like Balderton, Lakestar, Accel, Creandum, Lower carbon, and Ribbit, Fuse is led by industry leaders Alan Chang, ex-CRO of Revolut, and Charles Orr, former Head of Strategy at Revolut. Located in the heart of Canary Wharf, our high-performance team includes former engineers and operators from Revolut, Tesla, and Volatile. Our vision extends beyond energy; we’re redefining the customer experience for an energy provider that prioritises reliability, sustainability, and cost-effectiveness.

About the Role

Fuse is seeking a dedicated and proactive Customer Support Specialist for our customers. In this role, you’ll play a crucial part in maintaining our high standards of service, working directly with customers to address inquiries, manage account issues, and ensure a smooth experience from onboarding through ongoing support. This role is shift-based, including overnight shifts, to help us provide our industry-leading 24/7 support to customers. This role provides hands-on experience in the renewable energy sector, giving you the chance to grow within the company as we scale and expand.

Key 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

• Bachelor’s degree required.
• 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.
• Interest in the energy industry and a desire to help customers make informed decisions.
• Previous experience in customer service, ideally within the energy or utilities sector, is a plus, but not necessary.
• Ability to work in-office.

Benefits

• Competitive salary
• Biannual bonus scheme
• Fully expensed tech to match your needs!
• 28 days paid annual leave per year
• Deliveroo breakfast and dinner for office based employees