Customer Success Manager

PERGOLUX is the worlds leading pergola brand rapidly expanding in Australia with a young ambitious start-up-driven team thats 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. Youre 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 accountabilityyou 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 were 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: Youll 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: Were 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 thats 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 wont just see the impact youll drive it.