Customer Service Specialist (Casual)
Melbourne
Amber – Operations /
Casual /
Hybrid
⚡About Amber
Amber is an entirely new way of thinking about buying, banking and selling energy – where home energy technology works to put money back in customers’ pockets and accelerate the renewable energy transition. Everything we build is about making that possible and putting traditional retailers in the shade.
We believe the cheapest, fastest and most rewarding way to reach 100% renewables is to automate the growing wave of home batteries and EVs. Customers get direct access to the real-time wholesale electricity price and the technology to shift energy usage to the times when cheaper renewables are available in the grid and exported to the grid at times when the price they can be paid for it is highest.
We are backed by Australia’s leading VCs (including Square Peg Capital, Main Sequence Ventures, Rubio Impact Ventures, and Breakthrough Victoria), impact-focused investors and individuals, and most recently by Commonwealth Bank, NRMA, Gentrack and ETF Partners (UK/Europe based).
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 and the world towards a renewable future.
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.
Amber for Batteries unlocks more value for homeowners with batteries, driving down their energy bills and their payback periods. By storing energy when it’s cheap and exporting it to the grid for wholesale feed-in rates of up to $19/kWh, Amber’s software is completely changing the economics of home batteries and accelerating the energy transition.
Amber for EVs is our EV smart charging solution that helps EV owners save on their charging costs by using more cheap, renewable energy - whether that’s their own excess solar energy, or renewable energy that’s abundant in the grid. In 2025, we are kicking off development of our game-changing vehicle-to-grid 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 Australia and the world’s energy usage towards renewables?
As a Customer Service Specialist, you'll be working in a growing team, supporting Amber customers to make the most of wholesale energy. You’ll learn a great deal about how a modern, innovative company engages with its customers to make a lasting, positive impression on them by providing informative, concise, and timely support.
This role is based in Melbourne working 30-40 hours per week, with shifts between the hours of 9am-8pm.
We’ve embraced a flexible work-from-home culture with the majority of the team spending a few days a week catching up at our cool office space in the CBD when possible. We expect our team to remain Melbourne-based and maintain flexibility between the office and WFH.
🔋Responsibilities
- Educating our customers on Amber’s product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk
- Handling a consistent volume of inbound customer calls professionally and working to resolve customer queries promptly in regards to accounts management, billing, transfers and metering.
- Consistently achieving KPI targets and maintain required quality assurance standards.
- Assisting with battery onboarding and troubleshooting for our SmartShift customers
- Assisting with responding to urgent requests from customers (e.g. no power at their site) and work to get their power connected promptly.
- Providing empathetic support for our vulnerable customers and supporting them with hardship assistance.
- Managing and resolve complaints/ Ombudsman cases promptly and professionally, escalating complex issues when necessary.
- 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
- Supporting your teammates and the wider Amber team with questions flagged in internal channels.
- Ensuring 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.
- 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
Some of the key traits we are looking for in this role:
🎯 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
- Competitive hourly rate - $38 an hour
🌈 If this kind of work gets you excited, we'd love to hear from you!
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.
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
- A take-home case study
- A follow-up case study + final interview with our Customer Service Lead and Customer Experience Manager
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!
