This role sits within our Afterpay / Clearpay (UK Brand) Customer Service team and will play a key role in ensuring we meet our Service Delivery obligations specific to a number of speciality global processes across a number of different aspects of Customer Service Support (such as Social Media, Payment Investigations and Remediation activity when required). 

We are passionate about delivering an effortless customer experience measured through fast and easy resolution. This role leads a team focused on solving customer problems every day. As a CS Global Support Team Leader you will have accountability for the performance of a local team alongside a 24*7 offshore team(Partner based). 

Given the constantly evolving nature of our business and operation; the scope of processes cared for within the Global Support team will likely evolve over time

Primary reporting line: 

Customer Service Operations Manager

Key responsibilities:

• Responsible for the service delivery (measured through Time to Resolve, Average Speed to Answer, QA and Productivity goals) of key Customer Service (CS) speciality processes; primarily focused on Social Media servicing channels and Payment Investigations service contacts. 

• Play a key role in identifying internal tech incidents impacting customers / service delivery and partnering with Global CS leaders and the wider Operations community to build and implement remediation plans as required from Tech incidents. Liaise with other functions as needed to solve issues from time to time (Product, Marketing, Legal and Compliance)

• Run the Global Support Team; participate and lead  daily, weekly and monthly operating rhythms that drive our CS engine; such as daily huddles, team meetings and weekly, fortnightly and monthly process performance reviews both internally and with Partner teams as required

• Coach, performance manage and support the development  as per guidelines for direct reports and work in consultation with Partner TLs / Managers to ensure Parter team members performance meets expectations

• Prepare weekly/monthly Operations reports and lead partner performance reviews as needed

At Relectrify, we're on a mission to engineer the future of battery energy storage. We are building a disruptive platform that dramatically reduces the cost of storage by unlocking significantly more energy from every battery cell.  We want to see a world abundant with clean energy and believe we will make a meaningful contribution. 

Our core values fuel and motivate our work: 

1. Prioritise what matters most: We strive to work with clear objectives and understand why they are the right goals to pursue. 
2. Think critically: We base our decisions on informed, open-minded evaluations, not on hierarchy or gut feelings. 
3. Be decisive: We prioritise action and continuously move forward, adapting as new data becomes available. 
4. Quality and elegance in everything: We put in the effort to distil complexity and make things as clear and impactful as possible. 
5. Collaborate or fail: We seek to work with those who excel and recognise that partnerships are essential to our success. 
6. Get jobs done: We focus on the core task – the job to be done – and we aren’t content until we’ve achieved the desired outcome. 

We embrace diverse experiences to fuel our collective success, ensuring everyone can do their best work. 

If you are looking to make a positive impact in the world of renewable energy by advancing battery technology, come join us. Even if you don’t meet every requirement, we encourage you to apply — you might just be the perfect fit for our team. 

Learn more about us.

About the Role 

Location: The position offers the flexibility of hybrid work between your home and our Melbourne office. Ideally, two to three days will be spent in the office per week, aligned with the CEO’s schedule and/or other key activities.  

Team Background: Reporting directly to the CEO in this newly created position, the Business Analyst, Commercial will be responsible for the research, modelling, and analysis that will guide Relectrify’s global competitive strategy and business model. The chosen candidate will help accelerate our development by providing analysis and guidance across a wide range of commercial activities. 

This role also supports Product and Marketing teams to deepen their understanding of key market drivers and will develop the models to communicate our customer value proposition clearly and impactfully to various audiences. 

Who we’re looking for: An intelligent self-starter who can think critically, develop quality analytical modelling, and has the proven ability to take complex data sets and translate them into precise and powerful insights for a range of commercial activities.  

The ideal candidate may be an early—to mid-career with experience in a Tier 1 consulting firm (or similar) seeking to transition into a values-aligned role within the renewable energy space. 

What you’ll be doing: 

Working within a scaling business exploring market opportunities in Australia and globally, the Business Analyst, Commercial will enjoy a diverse role that caters to evolving business needs and will engage with various internal stakeholders across two key focus areas, as below:  

1. CORPORATE DEVELOPMENT 
 

• Research, model and analyse different aspects of our business model to inform organisational requirements, services pricing and competitive strategy:   

• Gather and validate evidence for the business model – including engagement with industry stakeholders and other sources of intelligence.  

• Ensure the critical assumptions underlying the business model are clearly articulated to enable informed decision-making on service structure and pricing.  

• Support the negotiation and development of key commercial agreements required to implement and manage our business model through analysis and project management.   

• Research, analysis, and project management to support our alignment with government policy and access to available government funding programs to accelerate our development. 

• Build commercial presentations as senior stakeholders request for audiences such as the Board, prospective investors or commercial partners, senior industry stakeholders, and for industry conferences. 

• Design and build pro forma market adoption modelling scenarios (as required) to support financial planning and strategic decision-making.  

2. PRODUCT MARKETING 

• Research, analysis and synthesis that deepens our understanding of key energy market drivers and energy storage project development investment models. 

• Build financial modelling of our customer value proposition covering different customer deployment models in various markets, including engagement/integration with third-party consultant data/perspectives and comparative benchmarking against competitors.  

• Work with the marketing team to build elegant (yet quantitatively sophisticated) customer-facing value modelling tool(s) that communicate our value propositions to prospective customers. This will include dynamic, input-based modelling of multiple financial and operational value streams packaged in a simple way.  

• Support business development engagements (as required) as a subject matter expert in our commercial offerings.  

Must-have experience: 

Applicants must have full working rights in Australia and be willing to undergo pre-employment background checks (i.e. working rights, criminal history, and employment references). 

• Comparable experience in a commercial analyst or associate consultant role (early or mid-career) 

• Demonstrated expertise and excellence in complex analytical modelling 

• Excellent communication skills, particularly related to the tailored delivery of derived insights and assumptions 

• Proven ability to get jobs done – achieving ambitious objectives, meeting deadlines, and managing projects successfully 

• Strong intellectual capability and critical thinking skills 

• Desire to contribute to the renewable energy transition  

• Energy market or storage experience is favourable but not essential 

• Relevant tertiary qualification 

Why Relectrify? 

Our benefits are designed to support and enhance your work-life harmony: 

• Market-competitive salary and benefits 
• Ownership opportunity as part of the Employee Share Option Plan 
• Advancement opportunities for leadership and management due to rapid scale-up trajectory 
• Paid time off and holidays 
• Gender-neutral paid parental, personal/carer’s leave of absence 
• Hybrid flexible work approach 
• Purchased leave scheme 
• Salary sacrifice for superannuation 
• Education reimbursement 
• No-cost commuting  
• Free snacks and (actually good!) coffee in the Melbourne office 
• Team events and monthly socials 

Relectrify is committed to providing inclusive experiences. We welcome applicants from all backgrounds and identities, including: race, ethnicity, age, citizenship, religion, sex, sexual orientation, gender identity, veteran status, marital status, pregnancy, parental status, or disability. Discrimination based on these or any other social identities is not tolerated. 

Note to recruitment agencies: Relectrify does not accept unsolicited agency resumes. Relectrify does not pay placement fees for candidates submitted by any agency other than its approved partners. 

This role is responsible for assisting the Sales team in their day to day efforts.

You will attend meetings to work with clients to identify their needs, take minutes, and develop custom proposals to meet their needs. In addition, you will work through pre-sales to develop supporting documents and ensure all deals are tracked through the Customer Relationship Management (CRM) solution. The following outlines the responsibilities of this role:

• Develop and Review proposals through online solutions and in MS Word
• Support the sales team with client quotations
• Document all relevant client information and interaction via the CRM
• Maintaining relationships with existing customers and vendors
• Preparing PowerPoint presentations and sales displays
• General sales administrative and ad hoc tasks

This pivotal role will form close relationships across the Offensive, Defensive and Advisory teams to gather information as needed to develop customised proposals.

This role will require someone with a keen eye for detail. We are looking for a self starter who is driven and self-motivated. You will need to be a team player as this role works with all members of the Triskele Labs team.

For this role, the following traits are required as a minimum:

• Critical thinking and ability to be quick on your feet
• Exceptional written and verbal skills
• Ability to quickly develop and nurture relationships
• IT fluency mandatory
• Ability to solve tough problems
• The ability to handle pressure and meet deadlines
• Skill in prioritising and triaging obligations
• Attention to detail
• Excellent time management and organisation

Triskele Labs are an equal opportunity employer and this role is open to all applicants.

Benefits of the role include:

• Market rate salary.
• Up to 12 weeks paid parental leave for primary or secondary care giver
• Employee Assistance Program
• Flexible work arrangements

We believe we have the best culture in any cybersecurity company in Australia. Our team all strive for the best and look after each other. This role will take us to a team of over 45 with sights set on 100+. We provide support to all our team members including an Employee Assistance Program (EAP) and have a highly inclusive and collaborate culture and approach to everything we do.