Customer Operations Manager (Voice Team)

Amber

Melbourne, Australia

Full Time

Posted April 2, 2026

Energy Management

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Job Description

The Customer Operations Manager Voice Team is responsible for leading and managing the inbound customer support team, ensuring fast, effective resolutions to customer issues in a fast-paced environment, and driving continuous improvement in customer experience.

Key Responsibilities

Lead and manage the Voice team handling all inbound customer calls.
Build and support a high-performing, well-supported customer support team.
Use data to monitor team performance, identify issues, and implement improvements.
Ensure customers receive fast, clear, and effective resolutions to their issues.
Collaborate with the Customer Operations leadership team to drive customer experience enhancements.

Requirements

Proven experience in leading and managing a customer support or operations team, with the ability to build a high-performing and well-supported team.
Strong leadership skills with the ability to lead from the front and motivate team members.
Operational ownership experience, including using data to understand performance, proactively identify issues, and implement continuous improvements in customer support processes.
Experience managing inbound customer calls in a fast-paced, high-impact environment where customers often reach out with urgent or complex issues.
Excellent communication skills to ensure customers receive fast, clear, and effective resolutions.
Ability to work flexibly between office and home, with a preference for candidates based in Melbourne, Australia, with full working rights.
Permanent full-time availability to work in Melbourne CBD or remotely as per flexible arrangements.
Experience in a customer-facing role involving real-time support or frontline customer experience management is preferred but not explicitly stated as mandatory.
Ability to analyze performance data and proactively work with the team to improve customer support quality and efficiency.
Willingness to participate in a structured hiring process including screening interview, video meetings, take-home case study, panel interview, in-person meeting, and final interview.