Customer Operations Lead
Amber Electric
Customer Service, Operations
Melbourne, VIC, Australia
Posted on Oct 9, 2024
⚡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.
💻 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.
👉🏽 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 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)
🎯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
- 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
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!
Even if you don’t meet 100% of the requirements listed above, we still encourage you to apply. We're open to all backgrounds and encourage people from underrepresented groups to apply. We never discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
✨ 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 a couple of hours
- A follow-up case study interview with our Customer Operations Manager and one of our Customer Operations Leads (In-person Meeting - 45-60 minutes)
- A final chat with our Director of Operations and our COO, or one of our Expanded Leadership Team members (Video Meeting - 30 minutes)
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.
Only shortlisted candidates will be contacted and applications will be accepted only from candidates already based in Australia!
No recruitment firms please. We've got this!