⚡About Amber
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 50k 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 top Australian and international investors including Square Peg, Main Sequence, Breakthrough Victoria, Commonwealth Bank, NRMA, Gentrack, ETF Partners (UK/Europe based), and E.ON Next.
We are scaling rapidly and you’d be joining a 175-person team 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 $19/kWh, and Amber for EVs enables the cheapest, cleanest charging. In 2025, we will push this even further with our new vehicle-to-grid (V2G) technology.
💻 About the Role
At Amber we believe that enabling a culture where everyone at Amber is set up to do the best work of their lives and feels connected and supported is one of the most important things we can do to ensure Amber’s long-term success.
Want to help improve the environment by shifting the worlds energy usage towards renewables?
We’re looking for two friendly, proactive, and resilient Customer Resolution Specialists to join our team on a casual basis. As a Customer 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.
🔋Customer Resolution Specialist Responsibilities
- 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 escalate or refer customers to support programs when needed
- Work collaboratively with internal teams when a customer needs extra support
🎯 Key Requirements
- 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
🎯 Minimum Qualifications
- 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.
💚 Benefits
- 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 175 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
- An external Employee Assistance Plan for mental health support
- We’ve embraced a flexible work-from-home culture with the majority of the team spending a few days a week catching up at our office in the CBD when possible. We expect our team to remain Melbourne-based and maintain flexibility between the office and WFH.
🌈 If this role sparks something in you, we’d genuinely love to hear from you.
Research shows that women and people from underrepresented groups often rule themselves out unless they tick every single box - so consider this your nudge. Even if you don’t meet every requirement listed above, please still apply.
We welcome diverse backgrounds, perspectives, and experiences - that’s what makes great teams. We’re committed to an inclusive workplace and never discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability.
Our process will generally be as follows:
- A screening interview with our Talent Acquisition partner
- A take-home case study
- An interview held by the Manager of the Operations team, alongside one of the members of the team
- A final interview with our Chief Operating Officer and a Senior Specialist from the 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.
Applications will be accepted only from candidates with full working rights and those who are already based in Melbourne, Australia!
Shortlisted candidates will be contacted promptly. All other applicants will also be notified of the outcome as soon as possible.
No recruitment agencies please. We've got this! Thank you.
