Jobs in Sunderland, United Kingdom

tem is hiring a Senior Customer Experience Specialist to help shape and scale its customer experience systems. This full‑time remote role is ideal for someone passionate about customer advocacy, systems thinking, and driving meaningful change through insight and empathy.

Job Title: Senior Customer Experience Specialist
Company: tem
Location: Remote (United Kingdom)
Salary: Competitive, aligned to internal benchmarks + stock options
Contract Type: Permanent
Hours: Full‑Time (Flexible, remote‑first)
Start Date: ASAP
Job Reference: Not specified
Closing Date: Rolling – early applications encouraged

tem is transforming the energy transaction system by enabling businesses to buy renewable energy directly from generators through its proprietary RED™ platform. Since 2021, tem has saved UK businesses over £20 million and is backed by leading VCs including Atomico and Albion. The company is building a local, decentralised, and transparent energy future.

As a Senior Customer Experience Specialist, you’ll manage front‑line support, own the customer feedback loop, and ensure every interaction is handled with clarity and care. You’ll collaborate across Product, Operations, and Data to turn customer insights into system‑wide improvements and help scale a human‑first support experience.

• Own and optimise the customer feedback loop
• Handle inbound queries with empathy and precision
• Translate customer signals into actionable insights
• Track and improve customer satisfaction metricsDocument processes and outcomes for visibility and accountability
• Collaborate on the design of support systems blending automation and human care
• Partner cross‑functionally to resolve root causes and enhance the customer journey

• Proven experience in customer support, experience, or success roles
• Strong problem‑solving and systems‑thinking mindset
• Ability to work autonomously and make sound decisions
• Curiosity and drive to simplify complex systems
• Experience collaborating across teams to drive improvements
• Flexible, growth‑oriented mindset

• Experience in energy, utilities, or regulated sectors
• Exposure to system design, automation, or feedback loop optimisation
• Familiarity with data tools or structured insight reporting
• Experience scaling customer support or success systems

• Salary reviewed twice a year
• Stock options for all employees
• 25 days holiday + public holidays (with flexibility to swap)
• Birthday off
• Remote‑first, flexible working with no internal meetings on Friday afternoons
• Home working setup budget (£1,200/year)
• Wellbeing budget (£150/month)

• Intro call with Talent (30 mins)
• Skills interview with CX team (60–90 mins, includes practical exercise)
• Culture Add interview with cross‑functional stakeholders (45 mins)

tem welcomes applicants from all backgrounds and is committed to building a diverse and inclusive team. If you’re excited about the role but unsure if you meet every requirement, you’re encouraged to apply.

Rolling applications. Early submissions are encouraged due to high interest in this position.