Customer Technical Support - #2088635

We’re looking for a customer support agent to join the Homely team and support customers using our smart heat pump controller.

You’ll be the first point of contact for mainly UK-based customers, helping them troubleshoot issues and get the most from their system across phone, email, and chat.

This role is ideal for someone who enjoys problem-solving, thinking independently, and taking ownership of customer issues through to resolution. We’re looking for someone who can use their judgement to achieve the best outcome for both the customer and Homely, rather than simply following set processes.

You do not need deep experience with heat pump brands, but you should have strong technical understanding and feel comfortable learning new systems, troubleshooting tools, and support processes.

What you’ll do

• Support customers via phone and online channels
• Troubleshoot and resolve issues related to the Homely controller
• Learn and use internal systems and troubleshooting tools effectively
• Take ownership of issues and manage them through to resolution
• Communicate clearly with customers of different technical abilities
• Work closely with product and engineering teams to improve the customer experience
• Contribute to internal documentation and knowledge sharing
  
  

What we’re looking for
Must-have:

• Strong written and verbal communication skills
• Technical speaking and writing skills in both English and Dutch
• A problem-solving mindset and ability to think independently
• Confidence learning technical systems and troubleshooting processes
• Experience in a customer-facing or support role
• Ability to manage workload and priorities independently
• Confidence interpreting graphs within given parameters
  

Nice-to-have:

• Experience in renewable energy or green technology
• Familiarity with heat pumps or home energy systems
• Experience supporting technical products
• Experience with tools such as HubSpot or Confluence
• Experience running Python code
  
  

Why join us
Homely is a smart controller designed to make heat pumps easier to use and more efficient. Our goal is to improve the real-world experience of low-carbon heating by helping customers achieve better comfort, lower running costs, and simpler control.

We operate across the UK, the Netherlands, and Lithuania focusing on making green energy technology more accessible and user-friendly. Our work sits at the intersection of technology, energy, and customer experience.

What we offer

• Hybrid role with 3 days per week in our Manchester office
• 37.5 hour working week with variable day lengths depending on demand
• Salary up to £30,000 pa based on experience
• Pension contributions
• 25 days holiday plus bank holidays
• Private health cover