Lead. Transform. Build the future of Customer Care.

1KOMMA5° is one of Australia's leading renewable energy companies, helping households become more energy independent through smarter solar, battery storage and energy solutions. We're combining technology, data and great people to build the energy systems of the future. With more than 80,000 customers nationally and an expanding range of products and services, we're entering an exciting stage of growth.

We're looking for an exceptional Customer Care Manager to lead and transform our national Customer Care function. This is not a traditional customer service management role. You'll lead a knowledgeable team supporting 80,000+ customers and managing around 500 customer tickets each week, while taking the function from reactive support to a proactive, high-performance customer experience operation.

You'll have the opportunity to reshape how Customer Care operates — improving processes, leveraging automation and AI, using data to drive performance and ultimately creating a function that delivers exceptional customer experiences and commercial value.

What you'll do in this role:

Lead & develop the team

- Lead, coach and develop a high-performing Customer Care team
- Build a culture of accountability, ownership, collaboration and continuous improvement
- Develop future leaders and continually lift team capability

Drive an exceptional customer experience

- Champion the customer across the organisation
- Improve customer satisfaction, loyalty and 5-star reviews
- Build a robust first-time resolution culture
- Identify recurring customer issues and eliminate their root causes

Make Customer Care proactive

- Develop proactive monitoring and customer communication strategies
- Identify system and product issues before customers need to contact us
- Shift the function from “waiting for customers to contact us” to “contacting customers before they need to”

Drive automation & operational excellence





- Identify and automate repetitive processes
- Improve ticket routing, prioritisation and workflows
- Develop self-service and knowledge management solutions
- Use AI and technology to improve productivity
- Establish meaningful KPIs and use data to continuously improve performance

You'll ideally bring:

- Proven experience leading customer service, customer care or customer operations teams
- A track record of building high-performing teams
- Exceptional coaching and people leadership skills
- Experience managing high customer volumes and operational complexity
- A genuine customer-first mindset
- Strong understanding of first-time resolution and customer experience
- Experience improving processes and implementing automation
- Confidence using data, KPIs and reporting to drive performance
- Strong commercial awareness
- The ability to lead change and bring people with you
- A dynamic, energetic and hands-on leadership style
- A natural instinct to ask: “How can we do this better?”

Renewable energy experience is not essential. Leadership capability, customer operations expertise and the desire to build something better are what matter most.

What success looks like in this role:

- Customers love dealing with us — satisfaction and 5-star reviews increase
- Problems are solved first time — repeat contacts and escalations decrease
- We're proactive — we identify and resolve issues before customers contact us
- The team gets better as we grow — great people stay, develop and progress
- Technology does more of the heavy lifting — automation improves productivity and customer experience
- Customer Care creates commercial value — stronger relationships, retention and new opportunities with our existing customer base

If you're an ambitious and nurturing customer operations leader who loves building high-performing teams, improving customer experiences and finding smarter ways to work, we'd love to hear from you. On offer is a generous salary of $140k + super. Apply now!

📌 Customer Care and Experience Manager | National Renewable Energy | $140k + Super (Gold Coast)
🏢 Insight Resourcing
📍 Gold Coast