Client Service Manager

6 days ago
Full time role
Hybrid · Remote · Victoria, AU... more
⚡️About Amber

Amber is a new way to buy 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 30 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 and the fastest way for Australia to reach 100% renewable energy. 

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 towards a renewable future. We are backed by Australia’s leading VCs (including Square Peg Capital and Main Sequence Ventures), Commonwealth Bank, impact-focused investors and individuals, and most recently Gentrack. 

We’re now at a critical moment in taking the business to real scale as we disrupt a huge market for the better. 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 140 with expertise across energy, technology, marketing, and operations.

About The Role

Amber, a company helping transition Australia to 100% renewable energy, is looking to hire a Client Service Manager! As a Client Service Manager, you’d be working with a small but passionate team to help deliver a first-class customer experience for Amber’s customers by providing informative, concise and timely support.


Client Service Manager Responsibilities

  • Developing and educating our customers on Amber’s product and processes, as well as addressing their concerns and problems, via email, phone and chat
  • Creating and updating our Standard Operating Procedures in a rapidly changing market 
  • Training, onboarding, and developing new staff in our growing customer experience team 
  • Assisting with recruitment managers to help grow our team 
  • Managing customer onboarding issues as they arise to ensure a smooth customer experience 
  • Reporting on customer onboarding issues and creating long term solutions to the trends
  • Work closely with Marketing and Tech teams to identify and respond to customer issues
  • 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

Key Requirements

  • You're a self-starter who is eager to learn and are comfortable working in a changing environment
  • You’re a people person - you love working and speaking with 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 or handling a customer complaint
  • You’re a problem-solver - you embrace challenges, think on your feet and work strategically to find solutions
  • You’re persistent - you will be working in a fast-paced and changing environment and work well in difficult situations
  • In your cover letter, please let us know who we use for employee carbon offsets

Minimum Qualifications

  • Effective communication and interpersonal skills
  • Experience working in customer experience 
  • Experience in managing people or projects
  • Experience working in fast-paced organisations
  • Experience in the energy sectorPassion for technology, energy 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 supportCompetitive salary and equity
  • Annual Learning & Development budget to support your personal growth

  • Salary range is $75,000 - $80,000 a year, excluding superannuation

How to Apply

To apply please submit your CV and a cover letter. In your cover letter, please answer the following questions:
- Why does this role interest you?
- Describe a contribution you made that significantly enhanced the customer onboarding experience in a previous role.

Our process will generally be as follows:
- A screening interview
- A take home case study
- A panel interview
- A final chat with a senior member of the Amber team

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.

This is a full time role based in Melbourne. We have an office space in the central CBD however we have flexible working from home arrangements. We expect to remain Melbourne-based but maintain flexibility between the office and WFH.