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We are coming to VIC, QLD, ACT, and the rest of NSW by the end of 2019

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Careers

Customer Operations Manager

Product - Operations

Full Time
Melbourne

About Amber

About the Role

We’re looking for exceptional people manager who is excited about driving a step change in the end to end customer experience for our customers. You will have strong management skills and comfortable in leveraging metrics to drive a great customer experience through your team. Your team will be liaising with our customers on a day to day basis and responsible for educating our customers on Amber’s product and mission, as well as addressing their concerns and problems as well as taking initiative to suggest ideas on how to improve and streamline internal processes.

You’ll reporting directly into the COO and be a key member of the operations leadership team.


You will:

  • Hire and manage a team of 4+ customer operations specialists
  • Manage day to day customer operations including key SLAs and metrics relating to customer experience
  • Own functional domains relating to the end to end customer experience and maintain and update processes and FAQs relating to these
  • Identify and execute on key initiatives to support new product launches and/or drive step change in customer experience
  • Mentor and develop junior members of the team
  • Be a key member of the operations leadership team and provide thought leadership on how to create the best end to end experience for our customers

About You

Key Requirements

  • 2-3 years of experience managing customer support and/or operations team
  • Excellent (and proven) leadership skills and are passionate about developing others. You have the ability to set goals and motivate others to drive the actions and achieve them.
  • Empathetic and understand how to build trust and rapport with your team in order to challenge them and facilitate growth.
  • Customer centric and always striving to create a better experience for our customers
  • Strong problem-solving ability - you embrace challenges, think on your feet and work strategically to find solutions
  • Entrepreneurial spirit that thrives in a fast paced environment, deals well with ambiguity and focuses on driving impact.
  • High attention to detail
  • Excellent written, verbal and in-person communication skills

Bonus points for the following

  • Prior experience at an early/growth stage startup
  • Prior experience in the energy space
  • You’re passionate about technology, energy and/or the environment

Benefits

  • Be part of a growing technology start-up that will shape the future of renewable energy in AU
  • Exciting coworking location in the CBD
  • Flexible working hours with provision for regular work from home arrangements
  • We offset 100% of your carbon footprint for as long as you work with us (via Nul)
  • Equitable gender-neutral parental leave policies
  • An external Employee Assistance Plan for mental health support
  • Competitive salary and equity
  • Annual Learning & Development budget to support your personal growth

This is a full time role based in Melbourne. Due to Covid, we mostly work from home, with a few days a week catching up in a coworking space in the CBD when possible. We expect to remain Melbourne based but maintain flexibility between the office and WFH.

What we believe a great team looks like

How to Apply

Please submit your CV and cover letter via the link below.

In your cover letter please answer the following questions:

  • What is the best customer experience you have ever experienced and why?
  • What do you look for when hiring team members and why?
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