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.

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.

• 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.

• 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.