Customer Operations Specialist - Devices Team

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 (close to 100k 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 leading Australian and international investors , including Square Peg, Main Sequence, Breakthrough Victoria, Commonwealth Bank, NRMA, Gentrack, ETF Partners and E.ON Next. Most recently, Amber raised a $78.5 million Series E , led by 1GT, Morgan Stanley Investment Management's climate tech fund , alongside participation from existing investors.

We are scaling rapidly and you'd be joining a team of close to 250 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 $20/kWh, and Amber for EVs enables the cheapest, cleanest charging. In 2026 , we will push this even further with our new vehicle-to-grid (V2G) technology .

About the role

As a Customer Operations Specialist, you'd be working in a small but growing team, and helping to build Amber's ambitious vision. You'll be learning a great deal about how a modern,



innovative company engages with its customers, and have been able to make a lasting positive impression on them through providing informative, concise and timely support.

Want to help improve the setting by shifting Australia and the world's energy usage towards renewables?

As a member of the customer experience team, you will be part of our devices squad:

- Handle onboarding and activation of customer devices (batteries, solar + battery packages, SmartShift/VPP enrolment), guiding customers through setup and initial configuration.
- Troubleshoot and resolve device-related issues including battery control problems, SmartShift automation errors or unexpected behaviour, control-override failures, and app-based device interactions.
- Assist customers with questions about battery rebates, eligibility and application processes (such as state government rebates for battery owners in SA/NSW).
- Explain and educate customers about how SmartShift works, charge/discharge/export logic, wholesale pricing, manual control options (charge, dispatch, preserve, consume) versus automation.
- Support queries related to solar curtailment, export limits, feed-in to the grid, and managing energy flows with solar + battery + grid under varying conditions.
- Monitor for recurring or complex device issues (e.g. repeated control failures, communication or integration errors),



elevate to technical teams as needed, and ensure clear communication with customers and internal teams.
- Maintain detailed records of device support cases, including device type, issue description, troubleshooting steps, resolution or escalation, and any follow-up actions.
- Provide clear, customer-friendly guidance on best practices for battery usage, e.g. when to engage manual controls, how to optimize for cost savings or export earnings, how to manage battery reserve for backup vs export, and implications of firmware/compatibility/integration status.
- Educate our customers on Amber's product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk
- Handle a consistent volume of inbound/ outbound customer calls or emails professionally and working to resolve customer queries promptly in regards to billing, payments and account changes.
- Consistently achieve KPI targets and maintain required quality assurance standards.
- Work closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience
- Support your teammates and the wider Amber team with questions flagged in internal channels.
- Ensure all interactions comply with energy regulations, privacy policies, and company standards.

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 problem-solver - you embrace challenges, think on your feet and work strategically to find solutions
- You're adaptabl e e - you will be working in a fast-paced and changing environ

📌 Customer Operations Specialist (Gold Coast)
🏢 Amber
📍 Gold Coast