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 minutes 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 world’s energy usage towards renewables? Responsibilities Investigate and resolve billing disputes, complaints, unexpected charges, and meter data issues in a timely manner. Assist customers with payment plans, extensions, and entering our hardship program where relevant. Educate customers on wholesale rates, tariffs, controlled load, solar feed‑in credits, and usage patterns. Monitor and elevate recurring billing issues or system errors and communicate them clearly to the wider team. Educate our customers on Amber’s product and processes, and address 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 resolve queries promptly in regards to billing, payments and account changes. Consistently achieve KPI targets and maintain required quality assurance standards. Work closely with external stakeholders to help solve customer problems and deliver a seamless customer experience. Support 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 Self‑starter eager to learn, comfortable in a changing environment. Problem‑solver who embraces challenges, thinks on feet, works strategically to find solutions. Adaptable and able to work well with ambiguity in a fast‑paced environment. Excellent communicator: uses appropriate tone to explain concepts over phone, handle complaints, and collaborate with internal stakeholders. People person: loves working with people and helping them. Empathetic: cares and wants to understand customers’ problems. Minimum Qualifications Experience in customer support, call centres, sales or another high‑volume communication role. Competent and willing to speak directly with customers over the phone. Effective communication and interpersonal skills. Solid IT competence with experience in 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 Put the customer at the centre of everything we do, always considering how our actions impact 10,000 or 1 million customers. Take calculated risks on bold ideas, trying creative approaches if they bring significant upside. Hypothesis‑driven: develop hypotheses, test quickly, and iterate. Seek insight by disaggregating data to inform next hypotheses. Prioritise biggest opportunities, quickly cut non‑working ideas and double‑down on what works. Continually learn and improve, track learning to avoid repeating mistakes. Create leverage by improving processes or developing technology that solves problems faster. Have fun: enjoy interacting with colleagues and customers, joke, or help others when opportunities arise. Benefits Be part of a growing technology start‑up that will shape the future of renewable energy in Australia. 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. 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 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. #J-18808-Ljbffr