Assistente de Operações at Bernoulli managing educational services operational processes. Ensuring effective customer communication and supporting the educational structure through operational tasks and customer interactions.
About the role
- Customer Operations Manager leading the Voice team handling inbound calls at Amber, a renewable energy startup. Driving customer experience improvements and managing a high-performing team.
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
Requirements
- 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
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
- Flexible 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
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