Customer Service Specialist

2 weeks ago

Melbourne, Victoria, Australia Amber Electric Full time
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 customer experience team, you will be part of our devices squad:
  • Handle onboarding and activation of customer devices (batteries, solar + battery packages, SmartShift/VPP enrolment), guiding customers through setup and initial configuration.
  • Troubleshoot and resolve device-related issues including battery control problems, SmartShift automation errors or unexpected behaviour, control-override failures, and app-based device interactions.
  • Assist customers with questions about battery rebates, eligibility and application processes (such as state government rebates for battery owners in SA/NSW).
  • Explain and educate customers about how SmartShift works — charge/discharge/export logic, wholesale pricing, manual control options (charge, dispatch, preserve, consume) versus automation.
  • Support queries related to solar curtailment, export limits, feed-in to the grid, and managing energy flows with solar + battery + grid under varying conditions.
  • Monitor for recurring or complex device issues (e.g. repeated control failures, communication or integration errors), escalate to technical teams as needed, and ensure clear communication with customers and internal teams.
  • Maintain detailed records of device support cases, including device type, issue description, troubleshooting steps, resolution or escalation, and any follow-up actions.
  • Provide clear, customer-friendly guidance on best practices for battery usage — e.g. when to engage manual controls, how to optimise for cost savings or export earnings, how to manage battery reserve for backup vs export, and implications of firmware/compatibility/integration status.
You will:
  • Educate our customers on Amber's product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk
  • Handle a consistent volume of inbound/ outbound customer calls or emails professionally and working to resolve customer queries promptly in regards to billing, payments and account changes.
  • Consistently achieve KPI targets and maintain required quality assurance standards.
  • Work closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience
  • Support your teammates and the wider Amber team with questions flagged in internal channels.
  • Ensure all interactions comply with energy regulations, privacy policies, and company standards.
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 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 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 people person - you love both working with people and helping people
  • You're empathetic you care and want to understand customers' problems
Minimum Qualifications
  • Experience in customer support, call centres, sales or another high-volume communication role
  • Competency and willingness to speak directly with customers over the phone
  • Effective communication and interpersonal skills
  • A solid base of IT competence with experience with Microsoft Office Suite
Ideal, but not required
  • Experience working in fast-paced organisations
  • Passion for technology, energy or the environment
  • Experience in the energy sector
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.
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
$38 - $38 an hour 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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