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Senior Customer (Cx) Operations Specialist - Battery & EV Optimisation
Amber Electric
Customer Service, Operations
Melbourne, VIC, Australia
Posted on Dec 2, 2024
⚡ ABOUT AMBER
Amber is a 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. We then provide the technology to shift energy usage to the times when cheaper renewables are available in the grid and export to the grid at times when the price is highest. It’s a cheaper way to buy power, a more rewarding way to sell 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), impact-focused investors and individuals, and most recently by Commonwealth Bank, NRMA and Gentrack.
We’re now at a critical moment in taking the business to real scale as we disrupt a huge market for the better. You’d be a part of a rapidly growing team of over 140, with expertise across energy, technology, marketing, and operations. 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.
💻 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.
Are you excited about clean energy and looking to work at a purpose-driven startup? Amber is on the hunt for a Senior Customer Operations Specialist to join our growing team!
In this role, you’ll be helping our battery and electric vehicle (EV) customers get the most out of our Smartshift technology which optimises devices (batteries, solar systems and EVs) in line with the wholesale market.
As a Senior Customer Operations Specialist, you’ll be directly engaging with Amber’s battery customers, helping them get the most out of our innovative Smartshift technology. You’ll be one of the go-to persons for troubleshooting device problems, answering device customer’s questions, and making sure they are supported as they optimise their energy use. You'll also have the chance to work on cross-functional projects to improve the overall customer experience for our Amber for Batteries (A4B) and Amber for Electric Vehicles (A4EV) products.
Your work will play a key part in speeding up Australia’s transition to 100% renewable energy. And, of course, you'll be helping our customers get the most value out of Amber’s game-changing technology.
You’ll be reporting directly into one of our Customer Experience (Cx) Operations Leads.
👉🏽 KEY RESPONSIBILITIES
Customer Experience - A4B/A4EV Specialist:
- Educating our customers on Amber’s product and processes (specifically for EV and Battery customers), as well as addressing their concerns and problems, via email, phone and chat
- Managing customer onboarding issues to the Battery and EV optimisation programs to ensure a smooth customer experience
- Troubleshooting any technical issues and working with our product and engineering teams to solve problems.
- Acting as an escalation point for complex A4B/A4EV customer queries and problems, providing expert support to resolve challenges.
- Train, onboard, and mentor new team members in the customer experience team, helping them grow their knowledge of our optimisation technologies
Customer Operations Improvements:
- Take ownership of day-to-day operations (BAU) for onboarding and off-boarding battery and EV customers to Amber’s optimisation programs
- Update and improve our Standard Operating Procedures (SOPs) to make sure we’re always delivering consistent service
- Use customer data to spot trends and come up with ideas to improve the customer experience
- Taking the initiative to suggest ideas on how to improve and streamline internal processes in collaboration with our Customer Operations Leadership Team
- Track and report on customer issues, making sure we’re solving problems before they become bigger challenges
- Work closely with Product and Tech teams to identify and respond to customer issues
- Working closely with our external stakeholders (such as battery device manufacturers and installers) to help solve customer problems and deliver a smooth customer experience
👉🏽 KEY REQUIREMENTS
- Bachelor’s degree or equivalent
- 4+ years of experience in customer support and/or operations
- Previous experience in troubleshooting and resolving technical issues in a customer-facing role is highly desirable.
- Passion for technology, energy or the environment and for the future of EV and battery technologies.
- Familiarity with EV charging systems, energy storage solutions, battery systems, or optimisation software. (preferred but not essential)
- Experience in managing people or projects (preferred but not essential)
- 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 have strong analytical skills, attention to detail, and the willingness to dive into device troubleshooting and investigating processes to identify issues and opportunities for improvement
- You’re persistent - you will be working in a fast-paced and changing environment and work well in difficult situations.
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:
🌟 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 +40,000 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 Australia
- Flexibility to work from home
- Flexible working hours to work with you around your schedule
- Exciting office space in Melbourne CBD location for when you do want to work from the office
- We offset 100% of your carbon footprint for as long as you work with us partnering with Nul
- Equitable gender-neutral parental leave policies
- An external Employee Assistance Plan (EAP) for mental health support
- Competitive salary and equity
- Annual Learning & Development budget to support your personal growth
🖊️ How to Apply:
To apply, please submit your CV and a cover letter addressing the criteria in the job ad and answer the following question👇🏽:
What inspires you to work at Amber Electric?
🎓 Hiring Process:
Our hiring process will be as below:
- A screening interview with our talent team (Video Meeting - 30-45 minutes)
Followed by/can be scheduled separately, a time-bound case study exercise that should take no longer than 60 minutes
- A follow-up case study panel interview which will include a chat with one of our Customer (Cx) Operations Leads and another member of our Customer (Cx) Experience team(In-person Meeting - 60 minutes)
- A final chat with our Customer (Cx) Operations Manager and/or Director of Operations(Video/In-Person 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 Melbourne, Australia!
No recruitment firms please. We've got this!