Voice Operations Manager — Real-Time Customer Success …, Melbourne

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 is 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 80k 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 team of over 200 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 2026, 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 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 world’s energy usage towards renewables? We’re looking for a Customer Operations Manager who is an exceptional people leader, excited about driving a step change in the real-time, frontline customer experience. This role is responsible for leading our Voice team — the squad handling all inbound customer calls. This is a rapid-paced, high-impact environment where customers are often reaching out with urgent or complex issues. Success in this role requires someone who can lead from the front, build a high-performing and well-supported team, and ensure customers are getting fast, clear and effective resolutions. You’ll combine strong people leadership with operational ownership — using data to understand performance, proactively identifying issues, and working closely with your team to continuously improve how we support customers. You’ll be reporting directly into our Senior Customer Operations Manager and be a key member of the Customer Operations leadership team. Key Responsibilities
- Lead and manage a team of 8+ Customer Operations Specialists handling inbound customer calls
- Own the day-to-day performance of the Voice team, including productivity, quality and customer outcomes (e.g. SLA, CSAT, resolution times)
- Build a high-performing team culture through consistent 1:1s, coaching, feedback, and clear expectations
- Coach and develop team members through quality assurance, call reviews, and structured performance plans
- Act as an escalation point for complex customer issues — supporting your team to resolve problems quickly and effectivelyDevelop a strong understanding of call drivers, customer pain points, and operational trends, using data and insight to prioritise improvements
- Ensure the team is set up for success with transparent workflows, scheduling, and coverage, particularly during peak demand periods
- Identify and drive improvements to processes, FAQs, and customer journeys within the Voice domain
- Partner closely with Product, Strategy & Operations and other teams to feed back customer insights and improve the end-to-end experience
- Contribute to the broader Customer Operations leadership team, helping shape how we scale and improve our support function Key Requirements At Amber, we’re looking for self-starters who take ownership, are comfortable with ambiguity, and thrive in a fast-moving environment.
- 3–5+ years experience managing a customer support or operations team, ideally in a high-volume or real-time environment
- Bachelor’s degree or equivalent
- Excellent (and proven) leadership skills and are passionate about developing others. You have the ability to set goals and motivate others to drive the right actions and achieve them
- Empathetic and understands how to build trust and rapport with your team in order to challenge them and facilitate growth
- Comfortable being close to the work — understanding call drivers, supporting escalations, and coaching team members in real time
- Customer centric and always striving to create a better experience for our customers
- Experience using data and metrics to drive performance, identify trends, and prioritise action
- Strong problem-solving ability
- you embrace challenges, proactively take initiative and work strategically to find solutions
- Highly proactive, with a track record of taking initiative and solving problems without needing direction
- Strong planning and organisational skills, with the ability to balance competing priorities in a fast-paced environment
- Excellent written, verbal and in-person communication skills
- High attention to detail and ability to execute reliably and consistently Nice to haves
- Prior experience leading a high call volume / Voice team (e.g. call centre environment)
- Prior experience at an early/growth stage start-up
- Prior experience in the energy space
- You’re passionate about technology, energy and/or the environment
- Quantitative background (e.g., experience in data led initiatives and projects) 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 200 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
- Adaptable working hours with provision for regular work from home arrangements.
- Equitable gender-neutral parental leave policies.
- An external Employee Assistance Plan (EAP) for mental health support.
- Competitive salary and share options in Amber.
- Annual Learning & Development budget to support your personal growth.
- Additional PTO between Xmas & New Year Other Information This is a permanent full time role to be based in Melbourne. We have an office in the Melbourne CBD, where we work flexibly between the office and home. Equal Opportunity We never discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We encourage people from underrepresented groups to apply. Salary 110000 – 140000 AUD a year Apply on Kit Job: kitjobau.com/job/3roy4x