Customer Operations Lead

• 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

This role helps improve the environment by shifting Australia and the world's energy usage towards renewables through managing customer operations that support Amber's renewable energy products.

• 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

• 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

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.