Customer Operations Manager (Voice Team)
Posted on:
April 4, 2026
Job description
💻 About the Role
At Amber we believe that enabling a culture where everyone at Amber 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 worlds 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 fast-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.
Responsibilities
🔋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 effectively
- Develop 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 clear 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
Job requirements
🎯 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)
Apply now
When you apply, please mention you found the job on Aussie Intelligence. This encourages more tech companies to hire through our platform, creating more opportunities for you. Good luck with your application!
Apply now
