Customer Support Officer

Brighter Together Our mission is to make consumer energy resources (CER) affordable and accessible for everyone. Brighte is building the platform to enable and accelerate the energy transition by making it affordable, easy and less risky to buy and sell energy equipment. Our founder and CEO, Katherine McConnell, has been awarded Telstra Businesswoman of the Year in 2020 as well as winning the Sustainability Crusader award at B&T's 2023 Women Leading Tech Awards. She is a passionate and humble leader who has a human-first approach to business. As a business in 2025, we have been named an AFR Sustainability Leader within the Banking and Finance category, and won the inaugural Sustainability Award at the Affies in 2024! Role Overview As a Customer Support Officer, you flex your communication style to respond to many different types of people. You’ll help to troubleshoot and solve customer problems effectively, while demonstrating empathy and understanding towards customer concerns. Maintain clean and updated data in CRM systems and utilise customer support experience across email, chat, or phone interactions, both inbound and outbound. What You’ll Do Account enquiries and document any customer details in the CRM Account detail adjustments Inbound vendor or merchants’ enquiries General enquiries / no account enquires Process payments and document any payment promises or arrangements in the system Assist with troubleshooting basic IT or application issues Withdrawals & cancellations What You’ll Bring You have a passion for all-things customer support. Experience is great, but we are looking for candidates with the right mindset, rather than years of experience under their belt. If you have a knack for providing top-tier customer and are keen to learn more on the job, please apply! You are confident in providing support via email, chat, or phone, both inbound and outbound. Excellent communication skills. This includes verbal and written communication, as well as active listening and empathy and the ability to stay calm and patient when handling challenging situations. Problem solving abilities: You have the capability to troubleshoot and resolve customer inquiries efficiently. Ability to work towards targets: Capability to meet or exceed KPIs and SLAs consistently. Attention to detail at top-level with the ability to accurately and thoroughly record information and data. What’s in it for you? Flexible working arrangements to suit individual needs and a hybrid work model. Our office is designed for collaboration, creativity and balance between office engagement and remote flexibility. Our in-office days are Tuesday through Thursday (3 days), with Monday & Friday as a remote days. Free lunch! Yes, there is such a thing! Kickstart your week with our Tasty Tuesday meaning lunch on us and great company. From tacos, to sushi, to charcoal chicken, it's a delicious way to catch up, unwind and connect. Get social. We host a range of social activities at Brighte. A fan-favorite being our weekly Thursday social event, where you can catch up with colleagues over a drink, snack and a game of table tennis. We want our employees to share in Brighte’s success. You may be given an opportunity to join our Employee Share Option Plans (ESOP). Snacks galore – who doesn’t love that? Our thoughtfully stocked pantry includes snacks to suit your every mood. Fresh bread, protein bars, popcorn, fresh fruit, chocolate, soy crisps, cookies – you name it! We also offer a carefully curated collection of wines and beer on tap for those looking to unwind or enjoy a social moment. End-of-trip facilities. Cycle in to work, lock up your wheels and have a shower in our end-of-trip facilities, which come complete with towel service and hair dryers. Anniversary leave - your dedication at Brighte won’t go unnoticed. Enjoy an extra day to celebrate your work anniversary with us. Our Hiring Process — what to expect? At Brighte, we use AI every day, and we hire people who do too. We're looking for people who have lived or are living the AI transformation and will bring that thinking to how they work. That's why all roles include an assessment designed to see how you put AI to work. There's no right tool (we use Claude, but you can use whatever you're most comfortable with), and there's no trick to it — we want to see how you think. We'll talk about this in more detail if you're invited to a phone screen with our Talent team. Towards the end of our hiring process, we require all candidates to undertake references and background checks, which include a police check, anti-money laundering and bankruptcy checks.