Customer Operations Lead

**About Amber**

Amber is a **new way to buy power**, designed for a world powered by renewable energy. We give customers **direct access to the real-time wholesale electricity price** as it varies every 30 mins and the technology to shift more of their energy usage to the times when cheaper renewables are available in the grid. It’s a **cheaper way to buy power and the fastest way for Australia to reach 100% renewable energy**. 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 towards a renewable future.

**We are backed by Australia’s leading VCs (including Square Peg Capital and Main Sequence Ventures), Commonwealth Bank, impact-focused investors and individuals, and most recently Gentrack.** We’re now at a critical moment in taking the business to real scale as we disrupt a huge market for the better. 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. You’d be a part of a rapidly **growing team of over 130 with expertise across energy, technology, marketing, and operations.**

**\uD83D\uDCBB About the role**

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.

**\uD83D\uDC49\uD83C\uDFFD 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

**\uD83D\uDC49\uD83C\uDFFD 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**

**\uD83D\uDCA5Nice to have**:

- ** 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)**

**\uD83C\uDFAFBenefits**:

- 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**:

- We **offset 100% of your carbon footprint** for as long as you work with us (via Nul)
- ** Equitable gender-neutral parental leave policies**:

- An **external Employee Assistance Plan** for mental health support

\uD83D\uDCB0 Salary range is quoted excluding superannuation. All