About the role The Customer Support & Operations Specialist is NRN's first point of contact for customers. The role receives inbound enquiries across phone, email and ticket, and resolves them at level 1 and level 2 without escalation. Enquiry types include billing, account and application matters, follow-up on outstanding customer actions, and the initial identification and handling of complaints.

The role also carries responsibility for developing the customer support function. NRN's support capability is at an early stage: resolution pathways are not documented, the escalation matrix does not yet exist, and service performance is not currently measured. Reporting to the Head of Operations, the role translates live case experience into documented resolution pathways, business rules, templates and service reporting.

The role has three areas of responsibility, carried concurrently: Direct customer engagement. Inbound triage across all channels, billing and account enquiries, application and onboarding follow-up, post-installation contact, and the correct identification and routing of complaints, hardship and vulnerability. Function development.

Documented resolution pathways and procedures, the escalation matrix, the knowledge base and template library, service measurement, and quality assurance against the NRN Customer Support Standard. Customer insight. Structured capture of what customers report, and feedback of that insight to the Product, Growth and Sales teams so that it informs what NRN builds and how it is taken to market.

No solar, battery or energy industry background is required. Product and system training is provided.

Key responsibilities

- Triage and resolve inbound enquiries across phone,



email and ticket at level 1 and level 2, without escalation
- Resolve billing enquiries, the highest-volume enquiry type, including reviewing a customer bill with the customer directly
- Respond to account and general contract enquiries, referring any matter concerning a new contract to the Sales team
- Record the initial report of any system performance or equipment issue and refer it to NRN's asset management partner
- Create, tag and link all cases to a consistent standard, in support of audit and reporting requirements
- Classify each matter as a complaint or an enquiry and identify complaints under AS/NZS 10002, prepare the case file and refer the matter to the Head of Operations
- Identify hardship, life support and vulnerability at first contact and route in accordance with NRN procedure
- Draft resolution pathways and standard operating procedures from live cases, for approval by the Head of Operations
- Establish and report service measures: first response time, resolution time, open case age, first contact resolution and customer satisfaction
- Produce the scale plan setting out function requirements at two and five times current volume, including tasks suitable for delegation to a junior role, automation opportunities, and headcount trigger points

About you





- Demonstrated ability to manage escalated and emotionally difficult customer interactions by telephone
- Clear written English, sufficient to draft customer correspondence and the templates used by others
- Sound judgement on when to decide and when to escalate, with accountability for decisions made within delegation
- Ability to manage a case load independently and to completion without supervision
- Ability to document a process so that it can be followed by a person unfamiliar with the matter
- High attention to detail, particularly in record keeping and case notes
- Ability to identify patterns across individual customer interactions, and to communicate them usefully to colleagues who do not speak to customers directly
- Competence with CRM and case or ticketing systems, and the ability to learn recent cloud applications quickly
- A minimum of two years in customer support, customer service, contact centre or customer operations
- Direct experience handling complaints and escalations, including matters unresolved at the point of transfer

About us National Renewable Network is an Australian company on a mission to democratise access to renewable energy for households and businesses. We believe everyone should be able to benefit from cheaper renewable energy, and we are working to remove the financial barrier to switching to solar, batteries and other renewables. Our customers get a solar and battery system with no upfront cost, through partnerships with energy retailers.

We are at an exciting stage in our growth and are looking for enthusiastic people to join a small, mission-driven team. We celebrate diversity and are building a culture of transparency, inclusion and high performance.

📌 Customer Support & Operations Specialist (Sydney)
🏢 NRN - National Renewable Network
📍 Sydney