Energy Specialist (Customer Support)

TL;DR

Energy Specialist (Customer Support): Providing empathetic, human-centric support to UK-based customers via the Kraken platform with an accent on end-to-end problem solving. Focus on resolving complex billing and smart meter queries and optimizing the overall customer journey.

Location: Must be based in and able to work on-site in Wellington, New Zealand

Salary: Starting from $57,000

Company

A global energy company driving radical decarbonization through its award-winning Kraken platform.

What you will do

• Deliver empathetic support to UK-based customers primarily via email and potentially to NZ customers via phone.
• Manage complex customer issues from start to finish, including billing and smart meter queries.
• Handle high volumes of enquiries to guide customers through their journey.
• Use creativity to challenge the status quo and enhance customer experience processes.
• Support vulnerable customers with care and thoughtfulness.
• Become an expert user of the proprietary Kraken platform.

Requirements

• Must be able to work on-site in the Wellington CBD office, Monday to Friday.
• Strong passion for people and a love for creative problem-solving.
• Ability to thrive and pivot in a fast-paced environment.
• Collaborative mindset and desire to contribute to a supportive team culture.
• Excellent written communication and top-quality people skills.

Nice to have

• Experience in service-oriented sectors such as retail or hospitality.

Culture & Benefits

• High level of autonomy and opportunity to work as a co-owner.
• Culture of rapid learning, deciding, and building.
• Clear paths for professional growth and specialization.
• Commitment to global decarbonization and transforming customer service.
• Competitive base salary and meaningful perks.

Hiring process

• Initial chat to assess mutual fit.
• Discovery Day involving interactive team activities and role exploration.
• Final on-site one-on-one interview with an Operations Manager and Team Leader.