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 AUD