Customer Service Specialist

• About Amber

Amber is an entirely new way to buy and sell 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 5 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, a smarter way to sell power, and the fastest way for Australia to reach 100% renewable energy.

We are a clear category leader in Australia for home battery automation and are growing rapidly (over 50k customers). We have also recently expanded into licensing our core technology to utilities overseas, including a partnership with E.ON Next in the UK.

Amber is backed by top Australian and international investors including Square Peg, Main Sequence, Breakthrough Victoria, Commonwealth Bank, NRMA, Gentrack, ETF Partners (UK/Europe based), and E.ON Next.

We are scaling rapidly and you'd be joining a 175-person team committed to building a diverse, inclusive, and purpose-driven culture as we transform a major industry.

Our products are reshaping home energy: Amber for Batteries cuts bills by exporting stored energy at wholesale prices of up to $19/kWh, and Amber for EVs enables the cheapest, cleanest charging. In 2025, we will push this even further with our new vehicle-to-grid (V2G) 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 the worlds energy usage towards renewables?

Responsibilities

• As a member of the disputes resolution team, you will be part of our Ombudsman squad:
• Handling complaints over the phone and email, providing clear communication of the issue and proposed resolution.
• Manage a portfolio of Ombudsman and complaint cases from receipt to resolution within required timeframes.
• Conduct thorough investigations into customer complaints by gathering evidence, reviewing account history, and analysing relevant policies and regulations.
• Prepare high-quality responses addressing the issues raised and provide customers with clear explanations of resolutions and next steps in a respectful and empathetic manner.
• Negotiate fair outcomes and settlements in line with Amber policies, Ombudsman recommendations, and regulatory requirements.

You will:

• Act as the liaison between the organisation and the Ombudsman, ensuring clear and professional communication.
• Work closely with internal teams (billing, metering, customer service, legal, finance, technical teams) to obtain information and resolve disputes.
• Ensure all responses comply with company policies, industry regulations, and Ombudsman guidelines.
• Maintain accurate documentation and case notes in internal systems.
• Identify systemic issues and recommend process improvements to reduce complaint volumes and improve customer experience.
• Support internal teams by providing advice on complaint handling and Ombudsman requirements.
• Contribute to training materials, guidance and upskilling for frontline staff.
• Participate in internal reviews, audits, and quality assurance activities when required.

\uD83C\uDFAF 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:

• You're an excellent communicator - you know the right words and tone to use, whether you're explaining a concept over the phone, handling a customer complaint or working with an internal stakeholder
• You're a problem-solver - you embrace challenges, think on your feet and work strategically to find solutions
• You're adaptable - you will be working in a fast-paced and changing environment and work well with ambiguity
• You're a people person - you love both working with people and helping people
• You're empathetic - you care and want to understand customers' problems

\uD83C\uDFAF Minimum Qualifications

• Strong written and verbal communication skills.
• Strong problem-solving and analytical skills.
• Experience in a customer support role handling complaints
• Competency and willingness to speak directly with customers over the phone to resolve complaints.
• High attention to detail with the ability to interpret complex information.
• Effective communication and interpersonal skills.
• A solid base of IT competence with experience with Microsoft Office Suite.

\uD83C\uDFAF Ideal, but not required

• Experience working with an industry Ombudsman (e.g., Energy & Water Ombudsman) or in a complaints resolution role.
• Experience in the energy sector or similar regulated sectors.
• Passion for technology, energy or the environment.
• Knowledge of relevant legislation, codes, or industry standards.

\uD83C\uDF1F What we believe a great team looks like

• We put the customer at the centre of everything we do. Whatever it is we are doing, it's always with a viewpoint that this will help our customers, whether that's 10,000 customers right now, or 1 million customers in the future.
• We are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed.
• Hypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct.
• We seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis.
• We prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn't working and double down on what is.
• We continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice.
• We create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that's implementing a better process or developing a new technology to solve a problem faster.
• We have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it.

\uD83D\uDC9A Benefits

• Be part of a growing technology start-up that will shape the future of renewable energy in AU
• Exciting office space in Melbourne Central
• Flexible working hours with provision for regular work-from-home arrangements
• An external Employee Assistance Plan for mental health support

We offer a competitive rate of $38 an hour.

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 resume and a cover letter by following the link.

For bonus points, tell us what battery brands are compatible with our Smart Shift product.

Our hiring process will generally be as follows:

An initial screening interview with our Talent team which will start from 5th Jan 2026

A take-home case study

A follow-up case study interview with our Cx Ops Lead and one other member of our Cx Ops team

A final interview with our Customer Experience Manager and/or 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 Australia, preferably 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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