Operations Associate

HavenWise Limited; City of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A climate tech startup in London seeks an Operations Associate to enhance customer experience and support growth initiatives. The role involves direct user engagement, improving customer support operations, and collaborating with founders. Ideal candidates should have a proactive mindset and be comfortable with technical information. This full-time position promises a competitive compensation package and opportunities for personal development within a growing organization.

Qualifications

• Strong work ethic and independence in improving processes.
• Good at interpreting data and making informed decisions.
• Eager to be part of a team in a startup environment.

Responsibilities

• Provide customer support during onboarding and usage.
• Implement initiatives to improve customer support.
• Report on important operational metrics.
• Support founders on key projects.

Skills

Founder-like mindset

Engagement with users

Ability to process technical information

Good with first principal logic

Experience in B2C

Job description

Overview

At Havenwise, we’re on a mission to make energy cheaper and easier for people. We’re starting with heat pumps, the single biggest consumer of energy for households. Our first product is an app for homeowners to easily control their heat pump. In the background, our ML algorithms continuously optimise the heat pump’s operation and ensure users save 50% on their heating bill. That’s hundreds of pounds per year. Our product is live with various large heat pump manufacturers, and the number of users grows every day. Controlling heat pumps is just the beginning and we have ambitious product and growth plans. We’re backed by a group of fantastic investors via a recent £1m pre-seed round, giving us firepower and a long-term view to build Havenwise into a rocket ship.

Your Role

As our Operations Associate, you’ll be essential in ensuring that we can scale. This starts with making sure every single customer has an amazing experience with Havenwise. You’ll be in the front line helping our users when they have questions. At the same time, you’ll be instrumental in reinventing and growing our customer support function, working directly with the 2 founders and our head of operations.

User growth and experience is our north star, and top notch operations are a prerequisite for this. So this is a very important role for the company. The role requires you to be client-facing, move at speed across topics, and be comfortable with technical information. In return, you\u2019ll gain high levels of ownership, exposure, and impact.

Your responsibilities

• Customer support: Answer questions from users during onboarding or when using the Havenwise product.
• Automation: Implement new ways of making customer support better and more efficient. This ranges from setting up AI agents and bot pathways to adding new articles / videos to our help centre.
• Product: Identify common themes from customer questions and feed these into the product roadmap.
• Content: Own, improve and produce new content on the Havenwise website and help centre.
• Reporting: Build dashboards to keep track of the most important ops metrics.
• Ad-hoc projects: Support the founders and the head of ops on key projects, e.g., new growth initiatives, data analysis, etc.

What we\'re looking for

• Founder-like mindset and work ethic.
• Get energised by engaging with users.
• Don’t settle for the status quo. You independently spot and execute “hacks” to improve things.
• Ability to process technical information, good with first principal logic and interpreting data.
• Bring good vibes, have fun!
• Experience in B2C is a plus.
• Competitive compensation package (salary and options).
• London-based office. We ask you to be in the office 2-3 days per week.
• Join an early startup and work directly with the founders on the biggest blockers for growth.
• The ability to make a difference in a young climate tech company. All your actions directly accelerate the transition to cheaper, cleaner home energy.
• Personal development. As Havenwise grows, you\u2019ll have the chance to expand the team and grow into the organisation.

Your path to joining us

• Initial online interview.
• Meet the team in person in our London office.
• Offer, reference calls (if relevant) and welcome!

Employment details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Services for Renewable Energy