Senior Customer Experience Specialist
Employer: tem
Location: Remote
Working hours: Full time
Salary: Not listed
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We're rebuilding the energy transaction system, making it transparent and fair.
tem exists to put power back in the hands of people. Today’s wholesale energy market is stacked in favour of the few. It's a product of an age of oil and gas, riddled with markups and middlemen. We’re changing that.
Our product, RED™, built on a proprietary pricing engine that bypasses the wholesale market, enables businesses to buy the energy produced by renewable generators directly. That's 100% transparent transactions, ensuring affordable bills and fair compensation, to give every business ownership and control over where their energy comes from.
Since launching in 2021, we’ve saved UK businesses and generators over £20 million, powering a growing network of forward-thinking companies, from Pizza Pilgrims to Silverstone. Backed by top-tier VCs such as Atomico and Albion, we’re creating a new category in energy - one that’s local, decentralised, and built on trust.
🏅 The Role
We’re hiring a Senior Customer Experience Specialist. Your job to be done is to strengthen the customer experience system as we scale, bringing a defined and memorable tem experience to all customer interactions, and turning every question and need into insight that drives improvement across the company.You’ll join the newly formed Customer Experience team, which is focused on building systems that scale capability in service of the customer and giving an exceptional human experience when the customer needs it.
You will be the voice of the customer, you’ll own front-line support, inbound requests and own the customer feedback loop, ensuring every interaction is handled with clarity and care while improving how CX operates. Work will span the full customer journey, from triage to resolution and retention, depending on where friction appears. You’ll partner across Operations, Product and Data to make customer insight visible, measurable and actionable.
We’re a fast-growing scaling company and priorities shift as systems evolve, so expect things to change.
We’re a small team, and you will be fundamental to champion the customer, working with a passionate, experienced team:
CMO, direct manager leading our customer vision
Customer Success Lead, focused on system design for customer success.
Senior Customer Success Managers working directly with business and generator customers.
Senior Customer Service Operations building the tools, automation, and workflows that power the support experience.
Senior Product Manager building the product features to empower customers at every point of their journey
Product Marketing Lead and lifecycle marketing specialist to power the message and communications
You’ll work alongside all, managing the day-to-day flow of customer interactions while shaping how we use insight to improve the system.
🚫 What this role isn’t
A call centre role.
An operations role.
A static role. CX is evolving rapidly as we expand automation and agentic systems.
🚀 Responsibilities
Own the customer feedback loop, ensuring every interaction improves system performance.
Handle customer queries with precision and empathy, resolving issues and capturing insights that prevent recurrence.
Drive customer satisfaction, ensuring it is tracked and acted on - data and feedback loops drive meaningful changes.
Translate customer signals into clear, structured feedback that informs Operations, Product and Data.
Keep work visible and outcomes measurable through consistent documentation and communication.
Contribute to the design and improvement of the Support Intelligence system that blends automation with human care.
🎯 Requirements
Must havesProven experience in customer support, experience, or success roles in a fast-moving environment.
Strong problem-solving mindset with the ability to turn feedback into actionable improvement.
Excellent written and verbal communication skills, clear, calm and customer-focused.
Comfort operating autonomously and making sound judgments under pressure.
Curiosity to understand complex systems and the drive to simplify them for others.
Experience collaborating cross-functionally to identify and resolve root causes, not just symptoms.
Flexible growth mindset, knowing the team and scope evolving in time
Bonus points
Experience in energy, utilities or another highly regulated sectors.
Exposure to system design, automation or feedback loop optimisation.
Familiarity with data tools or structured insight reporting.
Experience building or scaling customer support or success systems.
✨ Benefits and Perks
Salary aligned to internal benchmarks and reviewed twice a year.
Stock options so everyone has ownership in our mission.
25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
Home working and wellbeing budgets:
Up to £1,200 or €1,200 per year for your remote setup.
Up to £150 or €150 per month for wellbeing.
🗣️ Interview Process
We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know.Intro call with Talent, 30 minutes.
Hiring Manager interview, 60 minutes.
Skills interview with the CX team, 60 to 90 minutes, including a practical exercise review.
Culture Add interview with cross-functional stakeholders, 45 minutes.
We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.
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