Customer Operations Lead at Amber Electric

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

07 Jan, 26

Salary

125000.0

Posted On

09 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Management, Leadership Skills, Team Development, Customer Centricity, Problem Solving, Entrepreneurial Spirit, Attention to Detail, Communication Skills

Industry

Services for Renewable Energy

Description

⚡About Amber Amber is an entirely new way of thinking about buying, banking and selling energy where home energy technology works to put money back in customers’ pockets and accelerate the renewable energy transition. Everything we build is about making that possible and putting traditional retailers in the shade. We believe the cheapest, fastest and most rewarding way to reach 100% renewables is to automate the growing wave of home batteries and EVs. Customers get direct access to the real-time wholesale electricity price and the technology to shift energy usage to the times when cheaper renewables are available in the grid and exported to the grid at times when the price they can be paid for it is highest. We are backed by Australia’s leading VCs (including Square Peg Capital, Main Sequence Ventures, Rubio Impact Ventures, and Breakthrough Victoria), impact-focused investors and individuals, and most recently by Commonwealth Bank, NRMA, Gentrack and ETF Partners (UK/Europe based). We are growing rapidly and have thousands of customers who love what we are doing and a great product that will play a significant role in driving Australia and the world towards a renewable future. We’re now at a critical moment in taking the business to real scale as we disrupt a huge market for the better. You’d be a part of a rapidly growing team of over 150, with expertise across energy, technology, marketing, and operations. We’re committed to building a diverse and inclusive workplace and a great culture of people who love coming to work to build a better world. Amber for Batteries unlocks more value for homeowners with batteries, driving down their energy bills and their payback periods. By storing energy when it’s cheap and exporting it to the grid for wholesale feed-in rates of up to $19/kWh, Amber’s software is completely changing the economics of home batteries and accelerating the energy transition. Amber for EVs is our EV smart charging solution that helps EV owners save on their charging costs by using more cheap, renewable energy - whether that’s their own excess solar energy, or renewable energy that’s abundant in the grid. In 2025, we are kicking off development of our game-changing vehicle-to-grid technology. 💻 About the Role At Amber we believe that enabling a culture where everyone at Amber is set up to do the best work of their lives and feels connected and supported is one of the most important things we can do to ensure Amber’s long-term success. Want to help improve the environment by shifting Australia and the world’s energy usage towards renewables? We’re looking for a Customer Operations Lead who is an exceptional people manager who is excited about driving a step change in the end to end customer experience for our customers. You will have strong management skills and be comfortable in leveraging metrics to drive a great customer experience through your team. Your team will be liaising with our customers on a day to day basis and responsible for educating our customers on Amber’s product and mission, as well as addressing their concerns and problems. Your team will be the voice of the customer, taking initiative to suggest ideas on how to improve and streamline internal processes. You’ll be reporting directly into our Customer Experience (Cx) - Operations Manager and be a key member of the Cx leadership team. \n 👉🏽 Key Responsibilities: Build and manage a team of 4-8 customer operations specialists Manage day to day customer operations, driving strong productivity from your team to meet key SLAs and metrics relating to customer experience Own functional domains relating to the end to end customer experience. Maintain, update and drive meaningful improvement of internal processes and FAQs relating to these domains Identify and execute on key initiatives to support new product launches and/or drive step change in customer experience Mentor and develop junior members of the team through regular quality assurance checks and coaching Be a key member of the operations leadership team and provide thought leadership on how to create the best end to end experience for our customers 👉🏽 Key Requirements: At Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment. Some of the key traits we are looking for in this role: Minimum 3-4 years of experience managing a customer support and/or operations team Bachelor’s degree or equivalent Excellent (and proven) leadership skills and are passionate about developing others. You have the ability to set goals and motivate others to drive the right actions and achieve them Empathetic and understands how to build trust and rapport with your team in order to challenge them and facilitate growth Customer centric and always striving to create a better experience for our customers Strong problem-solving ability - you embrace challenges, think on your feet and work strategically to find solutions Entrepreneurial spirit that thrives in a fast paced environment, deals well with ambiguity and focuses on driving impact High attention to detail Excellent written, verbal and in-person communication skills 💥 Nice to haves: Prior experience at an early/growth stage start-up Prior experience in the energy space You’re passionate about technology, energy and/or the environment Quantitative background (e.g., experience in data led initiatives and projects) 🎯 Benefits: Be part of a growing technology start-up that will shape the future of renewable energy in AU and globally Flexible working hours with provision for regular work from home arrangements Competitive salary and equity Annual Learning & Development budget to support your personal growth Exciting office location in the CBD Equitable gender-neutral parental leave policies An external Employee Assistance Plan for mental health support \n $105,000 - $125,000 a year 💰 Salary is quoted excluding superannuation. All roles at Amber include employee stock options over and above the base salary and superannuation. \n This is a permanent full time role to be based in Melbourne. We have an office in the Melbourne CBD, where we work flexibly between the office and home. 🌈 If this kind of work gets you excited, we'd love to hear from you! We know that no one ticks every single box in a job description, and that’s okay. If this role excites you and you feel you could bring value, we would love to hear from you even if your experience doesn’t line up 100% with the list above. At Amber, we believe diverse teams create the best ideas and outcomes. We welcome people from all walks of life and especially encourage applications from underrepresented groups. We are committed to creating an environment where everyone has equal opportunity to thrive regardless of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, or disability. ✨ How to Apply: To apply please submit your CV and a cover letter. In your cover letter, please answer the following question 👇🏽: How would you describe your leadership style, and what makes you a good people manager, in your opinion? 🎓 Hiring Process: Our hiring process will be as below: - A screening interview with our talent team (Video Meeting - 30-45 minutes) - A take-home case study that should take no longer than 1-2 hours - A follow-up case study interview with our Customer Operations Manager and one of our Customer Operations Leads - A final chat with our Director of Operations We promise to be respectful of your time as an applicant while trying to be as thorough as possible in finding the right fit for our team. Applications will be accepted only from candidates already based in Melbourne with full working rights! Shortlisted candidates will be contacted promptly. All other applicants will also be notified of the outcome as soon as possible. No recruitment agencies please. We've got this! Thank you. 🚀 Even if you don’t tick every box, passion and curiosity go a long way here. Don’t self-reject - go ahead and apply!

Responsibilities

Build and manage a team of customer operations specialists while driving productivity to meet customer experience metrics. Identify and execute key initiatives to support new product launches and improve internal processes.