Customer Success Associate
Simplified Energy · Norwood, England ·
Customer Success & Support Associate Simplified Energy | London (Hybrid) | Full-time Around £26,000 per annum About Simplified Energy 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. 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. The Role 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. 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." 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.
What You'll Be Doing Support 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 Onboarding & account relationships 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 Process & knowledge building 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 What We're Looking For Experience 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 Skills & attributes 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 Bonus points 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 Salary & Package 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 How to Apply 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. Apply to: hello@simplified.energy