Resolution Specialist (Customer Operations)

Amber Electric; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Share options

Flexible hours

Remote-first

Job summary

Amber Electric is seeking a Resolution Specialist to support customers who are behind on payments, helping them understand their accounts and arrange workable solutions. This frontline role requires empathy, strong communication, and the ability to stay calm under pressure.

Based in Melbourne, the position is permanent full-time with a hybrid work model (office and work-from-home). You will report to the Customer Operations Manager and work to keep customers connected while adhering to industry

Qualifications

• Experience in customer service or contact centre environments preferred.
• Ability to communicate clearly and empathetically with customers across stressful situations.
• Strong phone presence and ability to navigate conversations to resolution.

Responsibilities

• Make outbound calls to customers who are overdue or at risk of disconnection.
• Respond to inbound enquiries about overdue accounts, reminders, and payment notices.
• Negotiate realistic and fair payment arrangements considering customer circumstances.
• Ensure all communication is empathetic, clear, and compliant with energy industry guidelines.
• Identify hardship indicators and escalate to support programs when needed.
• Collaborate with internal teams to provide extra customer support.

Skills

Empathy

Phone skills

Clear communication

Problem solving

Tools

Microsoft Office

Job description

Resolution Specialist (Customer Operations)

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(over 100k customers). We have alsorecently expanded into licensing our core technologyto utilities overseas, including apartnership 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

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

We’re looking for a friendly, proactive, and resilient Resolution Specialist to join our team. As a Resolution Specialist, you’ll support customers who have fallen behind on their electricity payments, helping them understand their account, working through solutions, and ensuring they stay connected wherever possible.

This is a people-first, frontline role. You’ll be speaking with customers who may be stressed, confused, or going through hardship, and your empathy and communication skills will make a real difference to their experience.

This permanent full-time role operates Monday to Friday, 9:00am–5:00pm . We do, however, ask that applicants are available between 8:00am and 8:00pm for any rare schedule adjustments.

You’ll be reporting directly into our Customer Operations Manager.

• Make outbound calls to customers who are overdue or at risk of disconnection
• Respond to inbound customer enquiries about overdue accounts, reminders, and payment notices
• Negotiate realistic and fair payment arrangements that consider the customer’s circumstances
• Ensure all communication is empathetic, clear, and compliant with energy industry guidelines
• Identify hardship indicators and escalated or refer customers to support programs when needed
• Work collaboratively with internal teams when a customer needs extra support

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 people person - you love both working with people and helping people
• You’re calm, friendly, and comfortable having difficult conversations
• You’re confident on the phone and can keep conversations solution-focused
• You’re adaptable, curious, and ready to learn industry regulations (full training provided)
• You’re comfortable using digital systems and learning new tools
• Competency and willingness to speak directly with customers over the phone
• Strong written and verbal communication skills
• Ability to stay calm and professional during difficult conversations

Ideal, but not required

• Experience in credit, collections, hardship assistance, or financial advocacy
• Experience supporting vulnerable or hardship customers
• Passion for technology, energy or the environment
• Experience in the energy sector
• A solid base of IT competence with experience with Microsoft Office Suite

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 50,000 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.
• 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 a mix of office and work-from-home
• 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

Salary range

Salary 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.

This is a permanent full time role to be based in Melbourne.

Ways of working

Amber is a remote first team; we have anoffice in the Melbourne CBD, where wework flexibly between the office and home. The vast majority of our team are located in Melbourne. Forthose based in Sydney, they catch up in a co-working spacein the city every now and then, andrest 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.

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.

Applications will be accepted only from candidates already based in Australia, preferably Melbourne with full working rights!