Customer Support Specialist

About Fuse Energy

Fuse Energy is an innovative renewable energy startup dedicated to delivering a terawatt of renewable power swiftly. Utilizing first-principles reasoning alongside state-of-the-art technology, Fuse is revolutionizing energy systems. Having secured $170 million in funding from premier investors including Multicoin, Balderton, and Accel among others, the company integrates solar, wind, and hydrogen projects alongside real-time power trading and distributed energy setups. By selling directly to its customers, Fuse reduces intermediary costs and passes on savings directly.

The company is also developing the Energy Network, a decentralized platform employing smart devices to electrify homes, shift energy usage to off-peak periods, and enhance grid stability. This platform is crucial for scaling AI data centers and other energy-heavy industries.

Role Overview

We seek a Customer Support Specialist who will serve as the primary contact for customers, ensuring top-tier service from onboarding through daily support. The role includes addressing inquiries, resolving account concerns, and delivering solutions that embody Fuse's customer-first ethos. This is a 40-hour per week shift role, including overnight shifts compensated separately, aligned with Fuse’s commitment to 24/7 customer support.

Key Responsibilities

• Provide exceptional after-sales assistance via chat and email.
• Support customers with billing questions, tariff explanations, and energy usage, emphasizing our transparent pricing model.
• Swiftly and professionally manage service-related problems.
• Advise customers on ways to maximize their energy savings.
• Collaborate productively with internal teams to enhance the overall customer experience.
• Commit to scheduled shifts including overnight, with additional compensation.

Qualifications and Requirements

• Possession of a bachelor's degree.
• Outstanding oral and written communication abilities.
• Capability to work autonomously and collaboratively within a team setting.
• Passion for customer assistance paired with strong interpersonal skills.
• Excellent problem-solving aptitude and patience to handle difficult interactions.
• Interest in the energy domain and enthusiasm for enabling customer-informed choices.
• Previous experience in customer service, preferably in energy or utilities, advantageous but not required.
• Requirement to work on-site in London.

Compensation and Benefits

• Competitive base salary plus additional pay for overnight shifts.
• Biannual performance bonuses.
• Company-funded technology tailored to employee needs.
• Paid vacation leave.
• Meal allowances for breakfast and dinner for employees working in-office.