About the Role:
Our client has spent almost 30 years protecting Australia's construction industry — supplying safety equipment and WHS compliance advice trusted on the country's largest construction and infrastructure sites. With over 1,500 satisfied customers and a growing suite of tech-driven compliance products, they're now looking for a
Customer Service / Experience Lead to own the customer relationship from onboarding through to long-term retention and service.
This isn't an entry-level ticket queue role. You'll be the face of the business for a portfolio of clients — the first call when something needs fixing, the trusted advisor when they're rolling out new tools on site, and the internal voice making sure their feedback shapes the product. You'll work closely with the Application Support team, escalating and resolving technical issues, but your real value is in building relationships that keep clients renewing, expanding, and referring.
What You'll Be Doing - Owning a portfolio of client accounts — building relationships beyond the inbox
- Acting as the senior point of contact for escalated technical and service issues
- Running onboarding and training for new clients adopting the platform
- Monitoring account health and proactively flagging risk before it becomes churn
- Partnering with Application Support and Product teams to close the loop on recurring issues
- Identifying opportunities to expand client usage and value
- Reporting on account status, satisfaction, and outcomes to the leadership team
About You - 2+ years in a client-facing role — customer success, account management, or senior support
- Confident managing relationships with site-based, non-desk-based stakeholders (construction/infrastructure exposure a bonus, not essential)
- Technically curious — comfortable getting hands-on with apps, software, and troubleshooting
- Strong Microsoft Office suite skills
- Excellent phone manner and superior written communication
- Able to juggle competing priorities across multiple accounts
- Naturally personable, with a genuine customer service ethos
- Driven to go the extra mile — and to grow a long-term career
Why Apply - CBD office location
- Competitive salary up to $90k + super
- Genuine progression
- Join a stable, established business (nearly 30 years in market) building genuinely new tech products
- Work with recognisable names across Australia's biggest construction and infrastructure sites
To express your interest, please follow the links to apply.