Energy Specialist

Fuse Energy is an energy startup on a mission to make energy abundant and affordable, fast. We combine first-principles thinking with cutting-edge technology to build a radically better energy system.

We've raised over $200M from top-tier investors including Balderton, Lakestar, Accel, Creandum, Lowercarbon, Ribbit, 20VC, Hummingbird and Collaborative Fund, alongside strategic angels including Nico Rosberg and GPs behind Meta, Revolut, Spotify and Uber.

We're building a fully integrated energy company: developing our own solar, batteries and other generation projects, building our own hardware, improving and developing grid infrastructure, trading power in real time, using AI across the business, and installing distributed energy in homes. By selling directly to consumers we cut out the middleman, lower costs and pass the savings on to our customers.

Fuse Energy is looking for an experienced Energy Specialist from the energy sector to own escalated tickets and complaints. You will take on the cases our frontline team can't solve, across billing, switching, payments and smart metering, and see each one through to resolution. This is a shift-based, in-office role in London, with optional overnight shifts, as part of our industry-leading 24/7 customer support.

Responsibilities

• Resolve escalated tickets and complaints end to end, from investigation to fix to customer follow-up.
• Manage chat and ticket queues during shifts prioritising cases and unblocking the frontline team quickly.
• Find the root cause behind complaints and spot when a one-off is a wider issue.
• Solve complex issues outside standard operating procedures (SOPs), escalating only when the fix is beyond your scope.
• Raise clear, evidence-backed escalations that other teams can act on straight away.