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. Requirements - 1–2+ years experience at a UK energy supplier handling tickets, escalations or complaints - Strong understanding of energy supply, including switching, billing, payments, industry data flows and smart metering. - Comfortable using AI tools and data to investigate cases - Strong problem-solving skills and a methodical approach to finding root causes. - Exceptional written communication skills. - Proven ability to manage multiple workflows across ticketing, live customer support, and queue management simultaneously. - Ability to work in-office on a shift pattern, including weekends (overnight shifts optional) Benefits - £32,000 salary, performance bonus and overnight pay - Fully expensed tech to match your needs - Breakfast and dinner allowance for office-based employees