Posted 3 months ago

Customer Experience Specialist (Voice Team)

MelbourneOn-sitePart-time

AI Summary

A Customer Experience Specialist handles customer inquiries and issues via phone and email, educates customers on Amber’s products, and helps improve internal processes as part of a fast-paced energy-tech team.

About this role

⚡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 80k 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 team of over 200 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 2026, 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?

As a Customer Experience Specialist, you’ll be working in a close-knit team and helping to build Amber’s ambitious vision. You’ll learn a great deal about how a modern, innovative company engages with its customers and has been able to make a lasting, positive impression on them by providing informative, concise, and timely support.

As a casual employee, your hours may vary depending on scheduling so you will need to be available to work Monday-Saturday between the hours of 8am- 8pm. This may include working 12pm-8pm on weekdays and/or 10am-4pm on a Saturday. We are flexible and will try to accommodate your preferred working days.

🔋Customer Experience Specialist Responsibilities

Assist with responding to urgent requests from customers (eg. no power at their site) who email or call in and work to resolve their issues promptly.

Educating our customers on Amber’s product and processes, as well as addressing their concerns and problems, via inbound and outbound phone support via Zendesk.

Working closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience

Taking the initiative to suggest ideas on how to improve and streamline internal processes in collaboration with senior members of our Operations team

Advocating for the customer experience, keeping the organisation focused on delivering what matters most to them

🎯 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 people person - you love both working with people and helping people

You’re empathetic - you care and want to understand customers' problems

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

🎯 Minimum Qualifications

Experience in customer support, 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.