Customer Operations Specialist - Devices Team

Amber; Melbourne; Remote; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Share options

Learning & Development budget

Flexible working hours

Remote-first team

Job summary

Amber, a Melbourne-based energy tech company, is seeking a Customer Operations Specialist to join the Devices Team. You will onboard and support customer devices, guide initial configurations, and help customers understand and optimize SmartShift, pricing, and energy flows.

In this remote-first role, you’ll communicate with customers via email, phone and live chat, resolve device issues, and document cases while collaborating with internal teams to ensure a high-quality customer experience.

Qualifications

• Experience using Zendesk for email, phone and live chat support.

Responsibilities

• Onboard and activate customer devices (batteries, solar + battery packages, SmartShift/VPP enrolment) and guide setup.
• Troubleshoot device-related issues and resolve battery control or SmartShift automation problems.
• Answer questions about battery rebates, eligibility and government programs.
• Explain SmartShift, pricing, and manual vs automated control options.
• Assist with solar curtailment, export limits, and energy flow management.
• Maintain detailed records of support cases and resolutions.
• Provide best-practice guidance on battery usage to save costs and optimize exports.
• Educate customers about Amber products and processes via email, phone and live chat in Zendesk.

Skills

Problem-solver

Adaptable

Excellent communicator

People person

Empathetic

Job description

Customer Operations Specialist - Devices Team

Amber is an entirely 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 and the technology to shift more of their energy usage to the times when cheaper renewables are available in the grid. It’s a cheaper way to buy power, a smarter way to sell power, and the fastest way for Australia to reach 100% renewable energy.

We are a clear category leader in Australia for home battery automation and are growing rapidly (close to 100k customers) . We have also recently expanded into licensing our core technology to utilities overseas, including a partnership with E.ON Next in the UK .

Amber is backed by leading Australian and international investors , including Square Peg, Main Sequence, Breakthrough Victoria, Commonwealth Bank, NRMA, Gentrack, ETF Partners and E.ON Next. Most recently, Amber raised a $78.5 million Series E , led by 1GT, Morgan Stanley Investment Management’s climate tech fund , alongside participation from existing investors.

We are scaling rapidly and you’d be joining a team of close to 250 committed to building a diverse, inclusive, and purpose-driven culture as we transform a major industry.

Our products are reshaping home energy: Amber for Batteries cuts bills by exporting stored energy at wholesale prices of up to $20/kWh, and Amber for EVs enables the cheapest, cleanest charging. In 2026 , we will push this even further with our new vehicle-to-grid (V2G) technology .

About the role

As a Customer Operations Specialist, you’d be working in a small but growing team, and helping to build Amber’s ambitious vision. You’ll be learning a great deal about how a modern, innovative company engages with its customers, and have been able to make a lasting positive impression on them through providing informative, concise and timely support.

Want to help improve the environment by shifting Australia and the world's energy usage towards renewables?

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), elevate 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 optimize for cost savings or export earnings, how to manage battery reserve for backup vs export, and implications of firmware/compatibility/integration status.
• 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.

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 adaptabl e e - 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
• We’re committed to building adiverse and inclusive workplaceand agreat cultureof people who love coming to work to build a better world.
• You’d be a part of a rapidly growing team of close to 250 with expertise across energy, technology, marketing, and operations.
• Be part of agrowing technology start-upthat 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.
• Anexternal 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

full-time role to be based ideally from Melbourne, but we are also open to considering the right candidate anywhere within Australia.

Amber is a remote first team; we have an office in the Melbourne CBD, where we work flexibly between the office and home. The vast majority of our team are located in Melbourne. For those based in Sydney, they catch up in a co-working space in the city every now and then, and rest of the locations in Australia work from home. While we don't expect people to attend the office, we do expect that people mostly work in the Melbourne time zone to maximise collaboration.

Salary range is between $65,000 and $85,000 per annum and is quoted excluding superannuation . All roles at Amber include employee stock options over and above the base salary and superannuation.

If this kind of work gets you excited, we'd love to hear from you!

Even if you don’t meet 100% of the requirements listed above, we still encourage you to apply. We're open to all backgrounds and encourage people from underrepresented groups to apply. We never discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Our process will generally be as follows:

• A screening interview with our talent team
• A take-home, time bound case study that should take no longer than 1 hour
• A panel interview with our Customer Operations Manager and another member of the leadership team
• A final chat with our Senior Customer Operations Manager

The bit at the end

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.