Customer Experience Lead

5 days ago

Kewdale Western Australia Australia Pacvac Pty Full time $80,000 - $120,000 per year

Customer Experience Lead

Kewdale, WA

Strategic customer insights | Process improvement | Cross-functional collaboration

Be part of a proudly WA-owned, globally growing innovator in commercial cleaning tech

About Pacvac

At Pacvac, we're known for revolutionising the commercial cleaning industry — one high-performance backpack vacuum at a time. With a strong footprint in over 20 countries, we're proudly based in Western Australia and committed to delivering product excellence and standout customer service.

As we continue to grow, we're looking for a Customer Experience Lead to help us raise the bar even higher. If you thrive in fast-paced environments, love connecting dots between customer feedback and actionable improvements, and want to shape the end-to-end experience for a global brand — this is your opportunity.

About the Role

You'll be the engine room of our customer success strategy — acting as the voice of the customer across Pacvac. This standalone role is ideal for someone who loves rolling up their sleeves, working across departments, and building customer-centric systems that drive satisfaction, loyalty and results.

Your key responsibilities will include:

Coordinating incoming customer queries and delegating across the team (Admin, Support, Sales)

Monitoring and improving listings across key platforms (HubSpot, Pronto, Klaviyo, Magento)

Analysing customer feedback and trends to inform process and product improvements

Collaborating with Sales, Product, Marketing and Operations to enhance customer experience

Leading initiatives to increase NPS and customer advocacy

Reviewing and optimising CRM workflows, sequences and insights (HubSpot)

Providing reporting and data insights on customer satisfaction, resolution times and CX trends

Acting as a key point of escalation for high-level or complex customer concerns

Supporting continuous improvement across the customer journey — from first contact to post-sale support

What We're Looking For

5+ years in a customer experience, admin or support leadership role

Manufacturing industry or fast-paced product-based environment experience preferred

Strong working knowledge of CRM systems (HubSpot preferred), Office 365, and ERP systems like Pronto

Excellent communication, problem-solving, and relationship-building skills

Strategic mindset with a hands-on approach

Able to juggle competing priorities while keeping the customer at the heart of what you do

Why Join Pacvac?

We're a team that genuinely cares — about our products, our people, and our customers

You'll play a critical role in shaping how the world experiences our brand

You'll be backed by a leadership team that values your input, insight, and initiative

Our culture is about being results-oriented while having fun and creating a better world

Apply Now

If you're ready to take the lead on customer experience for a growing, values-driven WA success story — we'd love to hear from you.

Pacvac is committed to creating a workplace that celebrates diversity and inclusion. All qualified applicants are encouraged to apply.

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