Customer Support Representative

Welcome to the future of energy
We are both an electricity retailer and a tech platform and we think there is no better way to address our greatest challenge, climate change, than with the combination of those two.
Through our proprietary tech platform, Kraken, we are changing the way people interact with their energy company - by making it approachable, low cost, easy-to-understand, and most importantly, 100% renewable.  We’ve distinguished ourselves by being named 2020’s Energy Provider of the Year, which highlights our commitment to exceptional customer service. In many markets we are a leading employer on Glassdoor for best places to work.
Want to work in a soul-destroying customer service call centre?Don’t apply here.
We’re different.You won’t believe it until you actually start working here. We try to explain it during the application and interview process but really, until you’re immersed in our culture, you’ll realize you’ve never worked anywhere like it. At Octopus you’re not a number. You're a human and we treat you like one. And that’s how we want our customers to feel too. We want you to help our customers - like genuinely help. Like out of the box, what can I do here to make a difference to this customer, help? Crazy huh?You’ll chat to customers over the phone and via email while being given the freedom to help them in a way you too would like to be helped. You’ll take ownership of their needs and find a way, no matter what, to figure things out with them.We treat all of our customers like our grannies, (No offence intended - we really love our grannies) - with patience, kindness and warmth. We could tell you so many stories of the relationships customers have built with us as if we were family. Would you believe they send us poems, artwork, handwritten letters, photos of their family, babies and pets? It’s bonkers and we love it. 

We call it the Octopus effect.It won't take long for those tentacles to wrap around your heart once you join us. Your colleagues will be some of the most amazing people you’ll be lucky enough to call friends. They are the most enthusiastic, determined, curious crew who love being part of disrupting the energy industry but also sharing our mission to humanize the customer service experience. 
We don’t lie - it’s not easy.Learning in a fast-paced, ever-changing environment isn’t for the faint-hearted. Every day you will come across problems not seen before, and you’ll be tasked with bringing about awesome solutions. Expect the unexpected. Ask questions, drive change and share your ideas.There’s a lot (and we mean a lot) to learn, and a lot of work to do. Just when you think you know everything there is to know - something changes. We’ll help you build your knowledge and be committed to your development. If you’ve got the attitude to thrive here and want to make a difference - we’ll go that extra mile for you.

What you'll do

• Talk to our customers over the phone or via email, resolving their queries and perhaps engaging with other suppliers too.
• Working in Operations, you’ll be at the heart of everything we do - helping our customers.
• Taking full responsibility for all issues that you come across, you’ll be delivering end to end customer service. Gone are the days of customers getting stuck in a never ending loop of being transferred between departments, you’ll be fully trained in every aspect of the customer experience and be able to help with any problem.
• Every day, you’ll be tasked with bringing about awesome solutions while keeping up with rapid fire change as we grow. Expect the unexpected.

What you'll need

• You don't need any prior energy experience coming in - we'll meet you where you're at and teach you everything you need to know. We just ask that you are passionate about sustainability and providing world-class customer service!
• Highly motivated and lots of drive to succeed is a must
• MS Office Suite Proficient
• Highly organized
• Energetic
• Quick Learner
• Takes instruction easily and follows through
• Candidates must be available to work a standard schedule of Monday-Friday, 9:00am - 5:30pm.

It'd be great if you had

• Fluency in Spanish, Chinese, Vietnamese, Hindi, Urdu, Yoruba, & Arabic
• Bachelor’s or Associate's Degree

Why else you'll love it here

• Great medical, dental, and vision insurance options including FSAs.
• Unlimited paid time off — we know working hard means also being able to recharge as needed, we trust our employees to get the work done and take the time they need.
• 401(k) plan with employer match.
• Parental leave. Biological, adoptive and foster parents are all eligible. 
• Pre-tax commuter benefits.
• Flexible working environment: you need to shift around your schedule? You do you, we genuinely believe in work/life balance. 
• Equity Options: every Octopus employee owns part of the business. We’re a team, working together towards huge goals. Every person is crucial to our success, you should be rewarded as such. 
• Modern office or co-working spaces depending on location.

If this all sounds like you then we'd love to hear from you.
At Octopus, we're looking for genuinely decent people who are honest and empathetic. Our commitment is to provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.