One in five households in the UK live in social housing, a sector with the right values at its core but that has historically struggled to deploy innovations in the home. Many residents still can’t afford to heat their homes and live in cold, mouldy properties they can’t be proud of. At Switchee, we believe that everyone deserves to live in a decent home and that the environments we inhabit have a massive influence on our ability to enjoy life and prosper.
We may be only three years old, but it’s already been quite a ride! Our first product, the internet connected Switchee thermostat is already installed in 35 of the biggest housing providers in the UK. We’re growing 100% year on year and are backed by some of the best-known investors in technology and social impact.
To strengthen our small team of 12 passionate and ambitious people we are looking for an outstanding individual to join us as a technically inclined.
Customer Support Lead
We are driven by a collective desire to make a positive impact in the housing sector, both for residents and landlords, so your commitment to our values and mission are paramount.
Your responsibilities
We are looking for an experienced Customer Support Lead to help us with our user and installer base.
The role requires a high degree of initiative and an ability to manage a varied workload whilst under pressure. The successful candidate will be service focused and have a proactive/can do attitude combined with excellent communication skills.
Being more specific, you will:

Build and manage our customer support function.
Active receipt and solution of support calls and emails from users and installers.
Manage and set up out of hours contact centre.
Contribute to the development of the Switchee product through feature and bug reporting.
Develop marketing material to residents and installers.
Produce Helpline KPIs and database
Support on deliveries, unit preparation and order logistics.
Contribute to the development and creation video content about the product.
Periodically being on-call for out of hours resident support.
As part of the team you may take part in other activities such as trade fairs / exhibitions, help with event setup and support the team during the show.

Switchee is a company built on a strong technical foundation. You will need to triage, problem-solve and communicate effectively with users and engineers. We also expect you to work closely with Product Development to ensure our product evolves with the customer’s needs at the very centre.
Your experience

We firmly believe extraordinary people can come from a wide range of places – but we wouldn’t be surprised if the person who gets this role has/is:
Technically inclined
experience in customer support, especially in call centre environment.
Excellent communicator
Good at working under pressure, problem-solving.
Availability to attend end-user site visits.
Friendly and helpful person, excellent interpersonal skills.
Fluent speaking and writing in English. Other languages are also desirable.

Ideal, but not essential:

Some understanding of heating systems
Knowledge of help desk software e.g. Zendesk.
experience in technical support by phone, email and on-site would be an advantage.
A background in social housing, energy efficiency or product.

You

We are a diverse bunch of people at Switchee. That said, there are some characteristics we always look for:
You deeply care about Switchee’s mission; you have a desire to build something revolutionary, that will disrupt an industry, and positively impact ordinary people’s lives.
You care about the environment, are interested in energy efficiency and have thought about the challenges and opportunities posed by an evolving domestic energy market You like technology and neat solutions to complex problems.
You thrive on challenge and change; you naturally gravitate to the hardest questions first and love thinking differently to solve them.
You are biased towards action and you’re happiest when you’re ‘getting stuff done’.
You’re open, positive and straightforward. You’re not afraid to stand up for your convictions, even when it’s hard to do so.
You delight in your colleagues’ successes and thrive on your failures; you grasp any opportunity for learning and constantly seek to improve.

Our mission
We believe that radical innovation in internet connected technology can ensure that every resident, every day, is living in a home that allows them to succeed. That’s why our products are built not just on great technology, but on an understanding of what people want from the space they live in.
This approach led us to reimagine the most mundane household object, a thermostat, into a product that automagically reduces energy bills, looks great and offers control to those who want it.
We are also revolutionising the way social landlords manage their housing stock with an obsessively tailored Saas property dashboard and handy alerts on things like when the boiler is going to break.
Our next project is to build the ultimate connected hub for the social home. It’s going to revolutionise the way residents interact with their properties and landlords manage their homes.

Life at Switchee
We like to keep things simple and flexible at Switchee and consider you to be joining our family. We don’t currently track holidays so you’re free to take as much as you need. We often work remotely but are sensitive to the needs of our colleagues.
We socialise together with regular outings in London and an annual “working remotely” trip where you have the option (but not obligation) to join us in working from a fun location.
If we end up working together, we can offer a competitive salary and a generous stake in the company.
If you believe in the same things, don’t hesitate any longer, apply now! Please be in touch soon as we’ll proceed once the right person is found. If you’d like to apply please submit a CV and cover letter as soon as possible!