Customer Care and Experience Manager | National Renewable Energy | $140k + SuperLead.
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 chance 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 teamLead, coach and develop a high-performing Customer Care teamBuild a culture of accountability, ownership, collaboration and continuous improvementDevelop future leaders and continually lift team capabilityDrive an exceptional customer experienceChampion the customer across the organisationImprove customer satisfaction, loyalty and 5-star reviewsBuild a strong first-time resolution cultureIdentify recurring customer issues and eliminate their root causesMake Customer Care proactiveDevelop proactive monitoring and customer communication strategiesIdentify system and product issues before customers need to contact usShift the function from "waiting for customers to contact us" to "contacting customers before they need to"Drive automation & operational excellenceIdentify and automate repetitive processesImprove ticket routing, prioritisation and workflowsDevelop self-service and knowledge management solutionsUse AI and technology to improve productivityEstablish meaningful KPIs and use data to continuously improve performanceYou'll ideally bring:Proven experience leading customer service, customer care or customer operations teamsA track record of building high-performing teamsExceptional coaching and people leadership skillsExperience managing high customer volumes and operational complexityA genuine customer-first mindsetStrong understanding of first-time resolution and customer experienceExperience improving processes and implementing automationConfidence using data, KPIs and reporting to drive performanceStrong commercial awarenessThe ability to lead change and bring people with youA dynamic, energetic and hands-on leadership styleA 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 increaseProblems are solved first time — repeat contacts and escalations decreaseWe're proactive — we identify and resolve issues before customers contact usThe team gets better as we grow — great people stay, develop and progressTechnology does more of the heavy lifting — automation improves productivity and customer experienceCustomer Care creates commercial value — stronger relationships, retention and new opportunities with our existing customer baseIf 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.
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📌 Customer Care And Experience Manager | National Renewable Energy | $140K + Super (Gold Coast)
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📍 Gold Coast