Customer Support Ops Associate

Job Description

Direct message the job poster from Termina Termina is how global brands manage their energy accounts and assets in one place. We help businesses save money on energy while reducing admin and emissions. Energy Marketplace: We help businesses find below-market prices on their energy and streamline the switching and billing process while helping energy retailers reach more customers. Our goal is to become a one-stop shop for energy retailers to offer their products. Business Intelligence and Modelling Tools: Our reporting tools help businesses track everything from cost and emissions to the highest ROI energy upgrade across a business that usually takes weeks to months to analyse. We’re looking for a Customer Support Operations Associate to help scale and optimize our growing offshore support team. Working alongside our Customer Support Lead, you’ll manage day-to-day operations, handle escalations, and drive process improvements to enhance the customer experience. As a fast-growing startup, this is a hands-on role—you’ll be directly involved in resolving customer issues while leading initiatives to improve efficiency and service quality. This role offers significant growth opportunities as we continue to expand. What You'll Own Process Documentation: Create saved responses, step-by-step resolution guides, and ensure the knowledge base is up-to-date. Phone Support and Escalations: Act as the escalation point for complex customer issues, ensuring timely and effective resolution. This will often involve jumping on a phone call with our customers. Reporting and Insights: Analyze and report customer support performance trends to inform product direction and leadership decision-making. Process Improvements: Identify inefficiencies in customer support workflows and implement changes to improve team performance and customer satisfaction. Who you are Customer-Centric: You enjoy interacting with people and are motivated to help customers solve their problems. Self-starter: You have a strong bias to action with a track record of achieving results in fast-paced and uncertain environments. Detail-oriented problem solver: You can’t spot a gap or inefficiency without digging in and finding a solution. You thrive in the detail but always keep an eye on the bigger picture. Analytical: You know your way around a spreadsheet and love to use data to drive decisions and improvements. Team Player: You collaborate effectively with internal and external stakeholders to achieve goals. Qualifications 1–3 years of experience in customer support, operations, or a related role. Experience working with customer support tools (e.g., Zendesk, Intercom) is a plus. Strong written and verbal communication skills. Comfortable working in a fast-paced, dynamic startup environment. Ability to work independently and manage multiple projects simultaneously. Experience with SQL is a bonus. Why Termina? Work with impact and purpose. We’re helping businesses across Australia and New Zealand (and soon the world) put their energy to work. Expect collaboration and interesting problems to solve. Work with great people. Work alongside a supportive, diverse and inclusive team. You’ll have the trust, freedom and support to experiment, think 10x and not be afraid of failure but to learn from it - and have fun together along the way. Work that challenges you. We’re growing quickly, and you will too. We want to help you grow with us. You’ll have numerous opportunities to embrace discomfort, grow and learn as Threadlet expands and scales globally. Work that works for you. We’re a flexible, hybrid workplace. We prioritise our team’s mental health & overall wellbeing, with a no-questions-asked approach to mental health days. Benefits & Perks. We have a great employee share option plan for our early employees. We’re also a flexible, remote-friendly work environment where people can enjoy a mix of WFH and in-office collaboration. Diversity & Inclusion Commitment. We're committed to growing and empowering an inclusive community. That's why we actively encourage applications from candidates from all backgrounds, experiences, and perspectives. If you require accessibility assistance at any stage of the process, please let us know. We’re looking forward to meeting you! No recruiters please. Seniority level Entry level Employment type Full-time Job function Management and Manufacturing Utilities #J-18808-Ljbffr