Customer Experience Manager
EarthLight – Forrestdale, WA .
Why Work At EarthLight
At EarthLight, we back people who take ownership, think beyond the obvious, support the team around them, and hold a high bar for how they operate.
We are on a mission to Illuminate Better – improving how site lighting is delivered across mining and civil – and this role is an opportunity to own and build how we look after our customers as we grow.
About Us
EarthLight supplies solar lighting solutions into mining, civil, and construction.
We are a solar first site lighting specialist, helping customers move away from diesel and design better lighting outcomes for real conditions.
We are entering our next phase of growth, and the experience our customers have after the sale – onboarding, service, support, and warranty – is central to it.
The Role
This role is about owning the customer experience end to end, and building the systems that deliver it.
You will own our customer outcome metrics (NPS and CSAT), run service operations day to day, and build the CX function from the ground up – onboarding, SLAs, warranty, and customer communications.
This is not a perfect environment with everything built already. You will design, document, and scale how we deliver customer experience, so that within 12 months the function runs on repeatable systems, not tribal knowledge.
Key Responsibilities
Own NPS and CSAT end to end – establish baselines, run the survey cadence, report scores, and drive corrective actions
Define, document, and hit service SLAs for first response and resolution times
Coordinate service technicians and their job assignments, owning the master service calendar across all jobs and sites
Own the warranty claims process – fast turnaround, minimal friction – and coordinate remedial work
Build and own the customer onboarding programme – commissioning, training, first-service scheduling, and key contacts for every new customer
Provide proactive ETDs and ETAs, and handle day-to-day customer support and enquiries
Own HubSpot Service Hub – ticket pipelines, automations, and reporting dashboards – as the single source of truth
Design and document CX processes from the ground up – service workflows, SLA frameworks, warranty procedures, and onboarding playbooks
Long term, automate customer lifetime communications – service reminders, upgrade prompts, and parts touchpoints
About You
You are a builder who cares deeply about customers, and wants to own a function end to end.
You will likely be:
A Customer Experience, Customer Success, or Service Operations professional ready to own the whole function
A Service Coordinator or Service Manager who has built processes and wants more scope
Someone frustrated by tribal knowledge and poor systems, and driven to fix them
What matters:
You have owned customer outcomes and can point to metrics you moved
You have built a process, system, or programme from scratch – and it stuck
You can coordinate people, schedules, and priorities across multiple jobs and sites
You are comfortable with data – measuring, reporting, and acting on it
You communicate clearly with customers and hold a high service standard
You are comfortable in a growing and evolving environment
What Success Looks Like in 6 to 12 Months
NPS and CSAT baselines are set, reported monthly, and trending up
Service SLAs are defined, documented, and consistently hit
Warranty claims are turned around fast with minimal customer friction
Every new customer goes through a structured onboarding programme
HubSpot Service Hub is the single source of truth for all service activity
The CX function runs on documented, repeatable systems – not tribal knowledge
Experience
3 to 7 plus years in customer service, customer success, customer experience, or service operations
Experience coordinating field service, technicians, or scheduling
B2B experience
Highly regarded:
Mining, civil, construction, capital equipment, or industrial services
Experience with HubSpot Service Hub, Zendesk, Salesforce Service Cloud, or similar
Experience building SLAs, onboarding programmes, or service playbooks
Package
Base: $85,000 + Super
Bonus based on customer outcome and service performance metrics
Tools of trade
Apply
If you want to own the customer experience end to end, and build the systems behind it, this will suit you.
Submit your CV to apply. Shortlisted candidates will be invited to the next stage.