Customer Success Manager Ingleburn, Australia Employee Customer Service

**PERGOLUX is the world’s leading pergola brand,** rapidly expanding in Australia with a young, ambitious, start-up-driven team that’s **redefining outdoor living - Scandinavian style.**

As a **Customer Success Manager**, you take full ownership of customer service and success - ensuring an outstanding experience at every touchpoint. Working directly with the Country Manager and leading a small effective team, you help elevate the customer journey across Australia. You’re the trusted voice of the brand, turning dissatisfaction into satisfaction through high-touch, solution-oriented communication.

Tasks

**Customer Experience & NPS Ownership**
- Take full responsibility for the **end-to-end customer service experience** across Australia, ensuring high **NPS**, fast **ticket resolution**, and excellent service quality.
- Oversee the resolution of **claims, delivery issues**, and any other pain points, ensuring a smooth, consistent journey for every customer.
- ** Proactively improve customer sentiment** by implementing ticket avoidance strategies and optimizing support touchpoints.

**Escalation Management**
- Handle **complex, high-emotion escalations** passed on by Associate CSMs, serving as the trusted point of contact throughout the resolution process.
- Coordinate with cross-functional teams (Logistics, Ops, Product) to resolve issues efficiently and empathetically.

**Reputation & Review Management**
- Reach out to customers who leave negative reviews on **Trustpilot, Google, social media, and BBB**, aiming to turn experiences around and rebuild trust.
- Actively request positive reviews from happy customers to **boost online ratings and build trust**.

**Customer Insights & Process Improvement**
- Identify recurring pain points and propose **content, process, or policy improvements** to address root causes.
- Own the implementation of FAQ updates, automation tweaks, or workflow changes that prevent issues and improve efficiency.

**Team Development & Enablement**
- Mentor Customer Service team members, supporting their growth and ensuring smooth handoffs and follow-ups.
- Train the team on **first-contact resolution, tone of voice**, and **escalation prevention techniques**.
- Help build a scalable, proactive Customer Success function focused on both satisfaction and efficiency.

**Requirements**:

- ** Excellent written and verbal communication skills** in English, with the ability to deliver clear, empathetic, and professional messages across all channels.
- Proven experience in **customer service** or **customer success**, ideally in fast-paced, high-growth environments.
- Strong **conflict resolution and negotiation skills**, with the ability to defuse high-emotion situations and turn dissatisfaction into loyalty.
- ** Confidence and composure** when handling challenging or emotionally charged customer interactions.
- Strong sense of **ownership and accountability**—you take initiative, follow through on open issues, and consistently deliver solutions.
- Familiarity with **review platforms** (e.g. Trustpilot, Google, BBB) and **case management systems** (e.g. Zendesk, HubSpot).
- Analytical mindset with the ability to **identify patterns** and contribute to process or service improvements.
- Bonus: experience in **reputation management**, **escalation handling**, or **cross-functional problem-solving**.

**Benefits**:

- ** Massive growth and career acceleration**: PERGOLUX launched just 4 years ago with 4 people - today we’re over 250 strong across the globe. Join as one of the first 10 team members in Australia and play a pivotal role in building our local presence.
- ** Clear path to leadership**: This role offers direct potential to **take over teams and shape the future of Customer Service & Success** in a fast-scaling market.
- ** Real ownership**: You’ll have the autonomy to **design and improve systems, processes, and culture -** we move fast, iterate daily, and value those who take initiative.
- ** Zero corporate fluff**: We’re **builders and hustlers**, not clock-watchers. If you want to fast-track your career, take on big responsibility early, and thrive in a high-performance environment - this is your place.
- ** Tight-knit team energy**: Be part of a **young, ambitious team** that’s winning together. Regular **team events, lunches**, and direct collaboration with founders and leadership are part of the journey.
- ** Visible impact**: Your work directly affects **customer happiness, brand reputation, and market growth -** you won’t just see the impact, you’ll drive it.