Customer Success Associate

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, Hub Spot, 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 Linked In 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: hellorgy