About the role

Customer Operations Manager leading the Voice team handling inbound calls at Amber, a renewable energy startup. Driving customer experience improvements and managing a high-performing team.

Responsibilities

Lead and manage a team of 8+ Customer Operations Specialists handling inbound customer calls
Own the day-to-day performance of the Voice team, including productivity, quality and customer outcomes (e.g. SLA, CSAT, resolution times)
Build a high-performing team culture through consistent 1:1s, coaching, feedback, and clear expectations
Coach and develop team members through quality assurance, call reviews, and structured performance plans
Act as an escalation point for complex customer issues — supporting your team to resolve problems quickly and effectively
Develop a strong understanding of call drivers, customer pain points, and operational trends, using data and insight to prioritise improvements
Ensure the team is set up for success with clear workflows, scheduling, and coverage, particularly during peak demand periods
Identify and drive improvements to processes, FAQs, and customer journeys within the Voice domain
Partner closely with Product, Strategy & Operations and other teams to feed back customer insights and improve the end-to-end experience
Contribute to the broader Customer Operations leadership team, helping shape how we scale and improve our support function

3–5+ years experience managing a customer support or operations team, ideally in a high-volume or real-time environment
Bachelor’s degree or equivalent
Excellent (and proven) leadership skills and are passionate about developing others. You have the ability to set goals and motivate others to drive the right actions and achieve them
Empathetic and understands how to build trust and rapport with your team in order to challenge them and facilitate growth
Comfortable being close to the work — understanding call drivers, supporting escalations, and coaching team members in real time
Customer centric and always striving to create a better experience for our customers
Experience using data and metrics to drive performance, identify trends, and prioritise action
Strong problem-solving ability - you embrace challenges, proactively take initiative and work strategically to find solutions
Highly proactive, with a track record of taking initiative and solving problems without needing direction
Strong planning and organisational skills, with the ability to balance competing priorities in a fast-paced environment
Excellent written, verbal and in-person communication skills
High attention to detail and ability to execute reliably and consistently

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.
You’d be a part of a rapidly growing team of over 200 with expertise across energy, technology, marketing, and operations.
Be part of a growing technology start-up that will shape the future of household and grid energy use.
Enjoy a lively, collaborative workspace at our buzzing Melbourne CBD headquarters in the heart of the city
Flexible working hours with provision for regular work from home arrangements.
Equitable gender-neutral parental leave policies.
An external Employee Assistance Plan (EAP) for mental health support.
Competitive salary and share options in Amber.
Annual Learning & Development budget to support your personal growth.
Additional PTO between Xmas & New Year