Jobs in Ingleburn, new south wales

Last updated: 2 days ago

Customer Success Manager

PERGOLUXIngleburn, New South Wales, Australia

Quick Apply

PERGOLUX is the world’s leading pergola brand,.Australia with a young, ambitious, start-up-driven team that’s.Working directly with the Country Manager and leading a small effective team, you help ...Show moreLast updated: 29 days ago

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High Reach Forklift Driver

Linfox Pty LtdIngleburn, NSW, Australia

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High Reach Forklift Driver

LinfoxIngleburn, NSW, AU

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Customer Success Manager

PERGOLUXIngleburn, New South Wales, Australia

29 days ago

Job type

Quick Apply

Job description

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.

From our home country Norway, we provide best in class pergolas and wintergardens at an affordable price globally. We are an e-commerce company active in over 14 markets in Europe, North America, South America and Australia!